We are a fast-growing, Series B scale-up Banking as a Service (BaaS) tech company seeking an experienced Customer Support Specialist to provide excellent support to our clients and stakeholders. The ideal candidate will have experience in customer support, strong communication skills, and an exceptional ability to solve problems.

✨ Your mission

Your primary mission is to provide superior customer support to our partners, end clients, and internal stakeholders, meeting or exceeding Service Level Agreements (SLAs), and continuously working to reduce the number of inbound tickets. You will track company-wide service levels, assess frictions, and work cross-functionally to deliver solutions. This department will be a key contributor to feed company OKRs & company projects.

✨ Main tasks

• Answer all partner and end customer inquiries (technical questions, KYC process, transactions, usage, business queries) via our ticketing system.

• Handle internal escalations effectively to meet customer SLAs and prevent recurring issues.

• Ensure timely and efficient issue resolution.

• Conduct root cause analysis of customer support issues to help prevent future complications and provide operational feedback and improvements to better serve our customers.

• Share incident reporting with partners to maintain transparency

• Oversee custom card design orders and delivery to ensure timely and accurate fulfillment.

• Approve monthly billing to ensure accuracy and timeliness.

• Display a bias for automation, continually seeking opportunities for process improvement and efficiency enhancements.

• Partner with documentation to create knowledge resources for customers: including FAQs, video tutorials, webinars, user guides to help customers understand and effectively use the product

• Conduct customer satisfaction surveys and analyzing feedback to improve customer service

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

✨ Your team 

Our team operates within the Operations organization to provide excellent assistance to our partners and their end customers, ensuring their satisfaction and loyalty.

✨ You’re a great match if:

• You have a first experience in a Customer Support, Customer Success, or Operations role — ideally in a fintech, SaaS, or tech company

• You have strong written communication skills (clarity, empathy, accuracy)

• You are an automation fan and like to kill recurring problems

• You understand the power of customer support to drive change in an organization

• You embrace change and like improving processes to be done in a smart and scalable way

• You are fluent in English and French, any other European language (Spanish, Italian, German, Dutch…) is a plus

• Knowledge of Zendesk or other CRM tools is a plus

• 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. 🏋

• Well-being support: access to Moka Care for mental health and wellness. 🧘

• 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 call with our Talent Acquisition Manager, to get to know you, understand your career expectations and answer your questions

• 60-min interview with your future manager

• A written case study

• Last interview with your department head - ideally onsite with the possibility to meet your future team for a coffee