Swan is looking for a Tech Customer Support Specialist to join its Operations teams. As a Technical Support Specialist, you will be the first line of response for our partners’ technical inquiries, ensuring they receive timely and accurate support for their integration and usage of our platform.

✨ Your mission

• Provide first-line technical support for partners using Swan’s API platform

• Handle standard technical requests including basic API usage, user onboarding issues, and payment-related queries

• Document and create processes to address recurring questions

• Collaborate with Product Integration Managers for complex technical escalations

• Maintain and update internal documentation and FAQs

• Monitor and respond to technical support tickets in a timely manner

• Help identify common issues and suggest improvements to our documentation

• Track and improve individual metrics to better support our partners and company goals

✨ Curious about your future team?

You’ll be part of our Front Office team, reporting to the Head of Support, and working closely with Product Integration Managers and Product teams. Your role will be crucial in ensuring our partners receive excellent technical support and guidance throughout their relationship with Swan.

✨ You’re a great match if:

• 2-3 years experience in technical support, customer service, or similar roles, preferably in a fintech or API-first company

• Basic understanding of REST APIs, JSON, and HTTP concepts

• Strong problem-solving skills and attention to detail

• Excellent communication skills and ability to explain technical concepts clearly

• Experience with ticket management systems (e.g., Zendesk)

• Customer-focused mindset with a drive to help others succeed

• Ability to work independently and escalate issues appropriately

• Ability to multi-task in an evolving scale-up environment

• 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:

• Holidays : 25 days + RTT 🏝️

• Meal Vouchers: We provide a Swile card to cover your meals on work days. 🥗

• Transport: Monthly mobility package for employees. In accordance with the company agreement for sustainable mobilities, you can now use your mobility package to pay for alternative commuting modes. 🚇

• Health insurance (mutuelle): Alan. This is Swan’s health and welfare insurance. 🚑

• Sports: Thanks to our partnership with Classpass and Gymlib, you can enjoy advantageous discounts on subscriptions. They offer a wide range of sports activities as well as wellness activities. 🏋

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

• Offsite: Once a year we gather to 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-min video call with our Talent Acquisition Manager, to get to know you, understand your career expectations and answer your questions

• An interview with Abbey, our Head of Support

• A case study

• An interview with Hadrien, our Product Integration Team Manager