Swan is looking for a Customer Support Specialist to strengthen existing teams.

Your role will be to support the customer support team in resolving customer requests and managing escalations to other teams while guaranteeing the SLA in place and the quality of responses.

This is an exciting opportunity to work with a dynamic and growing team with an important role in Swan’s future success.

✨ Your mission

• Managing customer relations via the ticketing system and some telephone calls: As the main point of contact with customers, you will provide fast, useful answers to their questions and requests in line with pre-established processes. You must show empathy and find the best solutions to their problems, either internally with the team or by consulting experts from other teams.

• Develop product expertise: Your position requires you to constantly learn about our products, their features, and functionalities to help customers answer their questions, solve their problems, and provide feedback. You’ll need to communicate technical information, adapt to new updates and releases, and pass on complex requests to various internal teams.

• Improving our internal and external documentation: Suggest improvements and updates to our claims handling processes, FAQs, user guides, tutorials, and other resources to help customers find answers and solve problems independently. You must ensure the information is accurate, relevant, accessible, and easy to understand.

• Suggest improvements to support procedures: You’ll also have the opportunity to suggest improvements to the processes, workflows, and tools that help us deliver high-quality customer support. You will work with your manager and other team members to identify issues and opportunities for optimization and change to make the team’s day-to-day work more efficient. This may involve setting up automation with the performance team, suggesting features with the team, or working with other customer-facing teams.

• Objectives and KPIs: You will be responsible for helping the team achieve its qualitative and quantitative objectives, guaranteeing customer satisfaction and loyalty by ensuring the quality of your responses and those of the team and our suppliers.

✨ You’re a great match if:

• You have at least 2 or 3 years of solid experience in customer support.

• Experience: You already have experience in banking, a SaaS offering, a technology company, or another fast-moving work environment. This experience will help you to become operational with our teams quickly.

• Profile: We expect someone proactive, meticulous, rigorous, motivated, able to manage your time and assigned priorities effectively, and aims for perfection in all your tasks.

• Technical Concepts: Ability to understand and explain technical concepts in simple terms

• The mindset of a ‘problem solver’: You’ll need to be creative and resourceful and adopt a positive, calm attitude in the face of challenges and obstacles.

• Focus on customer satisfaction and well-being: You will need to be genuinely empathetic, caring, and responsive to our customers’ needs and expectations and able to build trust and loyalty with them.

• Knowledge of the banking or Fintech sector is an asset. A good understanding of the sector’s regulations, practices, and trends will greatly help the team’s success.

• You must have professional proficiency in English and French. A third language, such as Spanish, Italian or German, will be greatly appreciated, as we have international customers.

• Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door.

It’s okay if you don’t tick all the boxes — don’t let imposter syndrome prevent you from applying! 🙌 

Swan is committed to providing a caring work environment for all employees, regardless of age, sex, disability, sexual orientation, race, religion, or belief.

When it comes to recruitment, we’re interested in your work experience, skills, and overall personality. Because diversity makes the workplace stronger and is necessary for Swan’s success, we are intensifying efforts to incorporate concrete actions to help us improve in this area.

About Swan

✨ Perks of being a Swanee:

• Hybrid remote policy: We offer the possibility of working from home for 2 days per week.

• The best health insurance: Alan 🦭

• Swan encourages you to have fun staying fit, thanks to partnerships with Classpass & Gymlib.

• We respect your lunch break. Mid-day free-time is sacred and our French office even provides a Swile card to cover your meal on work days. 🥪

• Twice a year we go somewhere gorgeous (a chateau, a mountain) where we reconnect, deep-dive into big topics, and relax.

• This isn’t a perk, it should be the rule, but diversity and inclusion are important at Swan. We’re working hard to get better every day.

✨ Our values:

Swan’s core values guide our actions daily. Individually, they may seem obvious, but together, they form a unique culture.

Simplicity: Leonardo Da Vinci said: “simplicity is the ultimate sophistication.” If something’s convoluted or confusing, we work extra hard to break it down. - Making complex things simple is what we do.

Long Term: We always play the long game, whether it’s to support our partners in their growth journey, or make tangible commitments to climate action.

Excellence: We are a team of experts who consistently go all out to create pixel-perfect banking services and exceed our partners’ expectations— whatever it takes.

Be Human: We believe in the power of kindness and the importance of acting with integrity. But embracing our humanity extends beyond interpersonal interactions, it means caring about greater issues that affect our planet.

You can find out more about our culture.

• A 30-minute video call with our Talent Acquisition Specialist, to get to know you, understand your career expectations, and answer your questions

• An interview with Claudia, our Lead Customer Support

• A case study followed by a short debrief

• A peer Interview

• Last Interview with Thomas, our Head of Partners