Customer Support Team Manager

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

The Customer Support Manager role is a part of the Customer Experience team within the Operations department and oversees the Customer Support pillar within the team. We are looking for a data-driven people-first Manager to lead our Customer Support team into its next phase of efficiency.

Your mission

This role has 3 primary functions:

1. Manage the team of Customer Support Specialists that work on tickets from our partners & end customers

2. Improve processes & operations that directly impact the customer experience

3. Influence company & team metrics through rigorous workforce management (WFM) & operational efficiency

The ideal candidate balances high-level operational strategy with a genuine commitment to coaching. You believe that WFM is a puzzle to be solved and that KPIs are the pulse of a healthy organization.

Main tasks
People Management

• Management: Directly manage Customer Support Specialists & Supervisors

• Team Development: Develop each team member to think globally & strategically take ownership & operate efficiently

• Team Culture: Be a true leader that inspires & fosters a supportive collaborative and trusting team culture

Performance & KPI Management

• Data-Driven Coaching: Use performance data to identify individual and team skill gaps providing targeted coaching to ensure all team members meet or exceed benchmarks

• Quality Assurance: Oversee the QA process to ensure that efficiency never comes at the expense of a high-quality customer experience

• Process & Product Expertise: Possess in-depth knowledge of team processes Swan products & Ops tooling in order to better manage & advocate for the team and promptly handle questions & escalations that arise

Operational Efficiency & Scaling

• Strategic Solutions: Think with a strategic lens implementing global long-term solutions that impact operations & the customer experience in meaningful ways

• Process Optimization: Identify bottlenecks in the support workflow and implement automated or streamlined solutions (e.g. improving macros CRM triggers or AI deflection)

• Tool Management: Evaluate and optimize our support tech stack (Zendesk Salesforce Intercom etc.) to ensure the team is working smarter not harder

• Cross-Functional Collaboration: Act as the voice of the customer/team for the Product AI Risk & other teams to reduce contact volume through root-cause fixes

Workforce Management

• Strategic WFM: Manage staffing resources and real-time adjustments to ensure we meet Service Level Agreements (SLAs) across all channels

• Resource Allocation: Ensure the right people are working on the right things in the right way at the right time. Be able to quickly identify issues & pivot

• Data Fluency: Deep-dive into the data to identify key drivers process gaps operational efficiency and performance & tooling issues

• Forecasting: Analyze historical ticket volume trends & upcoming initiatives to predict staffing needs and assist in the long-term hiring roadmap

Your team

Curious about your future team

Our team operates with L2 & L3 Specialists that are the primary point of contact for partners & end customers when they need help. We collaborate closely with the Risk Compliance Product Legal AI Ops Excellence Data Know Your Customer (KYC) & Transaction Monitoring teams.

Preferred experience

Youre a great match if:

• 3 years in a formal management role overseeing Support teams comprised of entry level to supervisory/lead roles

• WFM & Efficiency: Proven experience with WFM principles (forecasting capacity planning optimizing efficiency); Exceptional organization time management & prioritization

• Communication: Strong written & verbal communication skills that are thorough but concise; Ability to deliver candid feedback and translate complex operational goals into daily team motivation; Ability to change messaging & style based on the audience

• Adaptability & Balance: Proven experience balancing a global strategic lens with the day-to-day specifics of your teams work; Ability to both get into the weeds of the team and be able to contribute to the multi-year strategy

• People Management: A passion for & strong experience in developing employees to become top performers that continuously evolve their skills & expertise; Ability to be firm but fair in decision-making

• Data-Driven Optimization: Experience using data to drive decisions & influence change; You love to dig in an issue turning raw data into actionable insights; An innate ability to identify areas of improvement & long-term solutions that fix the root cause and lead to systemic change

• Support Expertise: Deep understanding of key support metrics (OTIF CSAT AHT Quality Time to Response productivity rates); Thorough familiarity with modern ticketing tooling CRM software and AI possibilities for a Support team

• Experience in banking or FinTech strongly preferred

• Experience with Zendesk & Forest is a plus

• 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:

• Meal Vouchers: We provide a meal voucher card to cover your meals on work days.

• Holidays : 25 days RTT

• 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 you can enjoy advantageous discounts on subscriptions. They offer a wide range of sports activities as well as wellness activities. The offers are valid in several European cities as well as online.

• 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.

Salary Transparency Statement
In compliance with the EU Pay Transparency Directive (effective as of 2026) Swan is committed to fair and transparent compensation.

Salary Range: This position is classified as Level 4 in our Customer Success grid. The salary range reflects our internal compensation structure and is based on market benchmarks for similar roles across Europe. For this position we offer a salary between 56.000 Euros and 70.000 Euros gross per year.

Annual reviews: We conduct structured salary reviews each February considering performance professional growth and market positioning.

Questions about compensation We encourage open dialogue during the interview process.Recruitment process

• A 30-min call with our Talent Acquisition Manager to get to know you understand your career expectations and answer your questions

• 60 minutes to get to know your future Manager

• Case study Debrief

• Peer Interview

• HR Interview to talk about people management

• Last Round with your future N2