Swan is looking for a Senior Customer Support Specialist to join its operations team.

As one of the first Customer Support Specialists at Swan, you will play a crucial role in creating the function from scratch. You will work closely with stakeholders across various teams.

This is an exciting opportunity to join a dynamic and growing team and make a significant impact on the future success of Swan.

✨ Your mission

• Managing customer relations via email and telephone: Being the first point of contact for customers, you will be responsible for providing timely and helpful responses to their inquiries and requests. You will have to empathize with their situations and find the best solutions to their problems.

• Developing product expertise: You will need to have a deep understanding of our products, features, and functionalities in order to assist customers with their questions, issues, and feedback. You will have to be able to communicate technical information and be able to adapt to new updates and releases.

• Building and improving our internal and external documentation: You will be in charge of creating and updating our knowledge base, FAQs, user guides, tutorials, and other resources that will help customers find answers and troubleshoot issues by themselves. You will have to ensure that the information is accurate, relevant, accessible, and easy to understand.

• Creating and improving support procedures: You will be responsible for defining, documenting, and improving the processes and workflows that help us deliver high-quality support to our customers. You will have to collaborate with other teams (Compliance, CSM, Engineering, Sales) to identify pain points and opportunities for optimization and implement changes that increase efficiency and effectiveness.

• Working with Compliance, CSM, Engineering, and Sales teams to represent the voice of the customer: You will be the advocate of our customers within the company, and make sure that their feedback and needs are taken into account in our strategic decisions, product roadmap, and development plans. You will have to build strong relationships with other teams, collect and analyze customer data, and provide insights and recommendations that drive customer satisfaction and retention.

✨ You’re a great match if:

• You must have experience in Customer Support, ideally in a Fintech, SaaS, tech company, or other fast-paced work environment. This experience will help you better understand the needs of our clients and the industry as a whole.

• Attention to detail: You will need to be meticulous and thorough in your work and strive for perfection in every task you undertake.

• Autonomy at work: You will need to be self-motivated, proactive, and independent in your work and be able to manage your time and priorities effectively. You will have to take ownership of your tasks and projects and be accountable for their outcomes and results.

• Ability to understand and explain technical concepts in simple terms

• Knowledge of the banking industry is a plus: You will need to develop a good understanding of the banking industry, its regulations, practices, and trends, and be able to apply this knowledge to our products and customers.

• The mindset of being a “problem solver”: You will need to be a creative and resourceful thinker, and have a positive and can-do attitude towards challenges and obstacles.

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

• You must have excellent French and English language abilities. A Dutch speaker would be 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:

• ESOP packages available 😊

• Flexible remote policy, ask us about it!

• 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:

Be human: Be straightforward, transparent, and sincerely care. It’s all about integrity and doing the right thing.

Ambition: We’re in this for the long game. We want to transform the entire market, and be the engine for Europe’s next tech champions!

Collaboration: We believe in the power of collective intelligence. We love to challenge others’ ideas and be challenged in return. May the best ideas win.

“Move fast, don’t break things”: If we must choose between security and going fast, we choose security. We are in banking, after all.

Make everything simple: Simplicity.

You can find out more about our culture.

• A 30-minute video call with Isabella, 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 and meet the support team

• An interview with Maxime, our Chief Service Officer