Customer Support Specialist

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 looking for a Customer Support Specialist to help scale our Customer Experience team.

Youll be at the heart of operations supporting our customers and driving continuous improvement of our processes. If you love solving complex problems managing high volumes and being the link between product and customers this role is for you.

This is a unique opportunity to contribute to a dynamic and growing team with a key role in Swans future success.

What youll be doing

As part of the Customer Experience team your mission goes beyond traditional support. Youll handle tickets yes but youll also drive product evolution identify automation opportunities and ensure service excellence.

On a daily basis you will:

• Manage high volumes of 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.

• Rigorously meet our SLAs and CSAT: Youll actively contribute to achieving our performance targets while maintaining impeccable response quality.

• Adopt a problem solver mindset: When faced with complex or unprecedented situations youll analyze investigate and propose concrete solutions. You dont just respond you solve.

• Become an expert on specific operational flows: Youll master key processes (account closure payment claims card delivery issues etc.) and ensure their scalability and customer-centric approach.

• Identify what can be improved: Youll spot recurring pain points and suggest product or process improvements in collaboration with our Product Automation Product and Risk teams in a structured way actively contributing to the roadmap.

• Use AI daily: Youll leverage AI tools (like Dust) to increase efficiency improve response quality and handle higher volumes. Youll identify repetitive tasks that can be automated and contribute to evaluating their feasibility and impact.

• Monitor quality and performance: Youll ensure our SLAs are met as a team and monitor your individual performance while pushing for qualitative excellence and continuous team improvement.
  

Preferred experience

Youre a great match if:

• You have minimum 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 and suggesting product improvements

• Experience with Zendesk strongly preferred

• Youre naturally organized and methodical and you can prioritize without stress even when facing high volumes

• 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 a problem solver at heart: when faced with a problem you dig deep analyze and find sustainable solutions

• You encouragere open to using AI to boost your efficiency and work quality

• Youre fluent in French and English. Knowledge of other European languages (Spanish Italian German) is a plus

Banking experience valued:

Prior experience in the banking or financial services sector is highly appreciated. If you have knowledge of or sensitivity to banking law financial regulations or issues related to financial crime (fincrime) and fraud prevention its a real asset. At Swan youll handle sensitive matters requiring an understanding of regulatory obligations and associated risks. Experience inAn openness or curiosity for these areas will allow you to ramp up quickly and interact effectively with our Risk Compliance and Fincrime teams.

Whats in it for you

• A central role with real impact on customer experience process quality and operational scalability

• The opportunity to grow your Ops muscle (automation knowledge management process ownership)

• A cross-functional position where youll collaborate with Product Tech Fincrime Legal and more

• A fast-paced learning-focused environment with regular feedback and support

• A strong team culture: we value clarity empathy challenge and ownership

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.

• 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 meal voucher 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.

• 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 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-minute 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 Support

• A case study and a peer interview - live

• An interview with Abbey our Head of Customer Experience