Customer Operations Specialist
Customer Operations Specialist
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Job Description
About
Swan is Europes embedded banking specialist. We empower software companies to embed banking features like accounts cards and payments directly into their products under their own processes over 1.5 billion in monthly transactions for more than 150 companieslike Pennylane Indy Agicap Libeo and Lucca. Founded in 2019 the company has received growth capital from leading investors such as Lakestar Accel Creandum Bpifrance and Eight Roads. Swan is a principal member of Mastercard and a licensed financial institution regulated by the French banking authority (ACPR).
Our mission
Banking belongs in business software
Many software companies already serve small businesses incredibly well: helping them send invoices run payroll manage inventory and more. Theyre on a mission to become the central hub for managing every aspect of business life.
But when it comes to financial workflows theres still a gap. Too many critical tasks like managing cash flow tracking payments or reconciling accounts happen outside the software across spreadsheets email threads banking portals.
Its a missed opportunity. Business software shouldnt just record financial activity it should run it.
To learn more about us: About Swan ; Our story.
Job description
Swan is on the lookout for a Customer Operations Specialist to help scale our Customer Ops team.
Youll be at the heart of operations supporting our customers and improving the very processes and tools they rely on. If you love solving problems optimizing workflows and being the link between product and customers this might be for you.
This is an exciting opportunity to work with a dynamic and growing team with an important role in Swans future success.
As part of the Customer Operations team your mission goes beyond traditional support. Youll handle tickets yes but also challenge the status quo refine our internal processes and identify opportunities for automation or product evolution.
On a daily basis you will:
- Handle customer requests: Youll be the point of contact for operational requests via our ticketing platform collaborating with internal experts to ensure high-quality timely answers.
- Drive ownership on operational processes: Youll become an expert on specific flows (e.g. account closure payment claims card delivery issues) making sure documentation is up-to-date scalable and customer-centric.
- Spot what can be improved: Youll analyze recurring pain points suggest changes to the product or internal tools and work hand-in-hand with our Ops Performance Product and Risk teams to implement smarter ways of working.
- Improve internal & external documentation: Youll co-own the knowledge base (FAQs macros help guides) and proactively maintain clarity and accuracy.
- Monitor quality & performance: Youll contribute to keeping our SLA under control while pushing for qualitative responses and continuous team improvement.
Preferred experience
Youre a great match if:
- You have 2-3 years of 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 love processes tools and optimization: spotting inefficiencies thinking about automation suggesting product improvements.
- Youre naturally organized and methodical and you can prioritize without stress
- Youre comfortable with technical products and know how to simplify complex things for others
- Youre curious proactive and collaborative: you dont wait to be told somethings broken before jumping in
- Youre fluent in French and English. Knowledge of other languages (Spanish Italian German) is a plus
- Bonus: youre familiar with banking or fintech operations or have a strong appetite for the sector
- You have at least 2 or 3 years of solid experience in customer operations or customer support
- Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other and we leave our egos at the door.
Its okay if you dont tick all the boxes dont 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 were interested in your work experience skills and overall personality. Because diversity makes the workplace stronger and is necessary for Swans 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 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 Swans 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 isnt a perk it should be the rule but diversity and inclusion are important at Swan. Were working hard to get better every day.
Our values:
Swans 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 somethings 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 its 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.
Recruitment process
- 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 Claudia our Lead Customer Operations
- A case study and a peer interview
- An interview with Maxime our Chief of Service Officer
Employment Type
Full Time
