Customer Support Specialist

Résumé du poste
CDI
Salaire : Non spécifié
Télétravail fréquent
Compétences & expertises
Contenu généré
Souci du détail
Empathie
Aptitude à résoudre les problèmes
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Swan
Swan

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Le poste

Descriptif du poste

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. You will work closely with stakeholders across various teams.

This is an exciting opportunity to join a dynamic and growing team and significantly impact Swan’s future success.

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 must 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 to assist customers with their questions, issues, and feedback. You will also need to be able to communicate technical information and 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 must ensure the information is accurate, relevant, accessible, and easily understood.

  • Creating and improving support procedures: You will define, document, and improve the processes and workflows that help us deliver high-quality customer support. You will have to collaborate with other teams (Compliance, Risk, CSM, Product, Engineering, Sales) to identify pain points and opportunities for optimization and implement changes that increase efficiency and effectiveness.

  • Working with Compliance, Product, CSM, Engineering, and Sales teams to represent the voice of the customer, you will advocate for our customers within the company and ensure that their feedback and needs are taken into account in our strategic decisions, product counterparts of the modules, communication with the PMs, and industrialization/production of the processes roadmap and development plans. You must build strong relationships with other teams, collect and analyze customer data, and provide insights and recommendations that drive customer satisfaction and retention.


Profil recherché

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 must be meticulous and thorough in your work and strive for perfection in every task you undertake.

  • Autonomy in 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 must 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 a “problem solver”: You will need to be a creative and resourceful thinker and have a positive and can-do attitude toward 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 Spanish, German, Italian, Portuguese, or 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 😊

  • 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.


Déroulement des entretiens

  • 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 (including a short study case).

  • An interview with Tom, our Head of partner Ops.

  • Meet the Support team.

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