Customer Support Specialist

About SwanSwan is Europe’s embedded banking specialist. We empower software companies to embed banking features like accounts, cards, and payments directly into their products, under their own brand. Swan processes over €1.5 billion in monthly transactions for more than 150 companies, including Pennylane, Indy, Agicap, Libeo, and Lucca. Founded in 2019, the company has received growth capital from leading investors and is a principal member of Mastercard and a licensed financial institution regulated by the French banking authority (ACPR).Job DescriptionSwan is looking for a Customer Support Specialist to help scale our Customer Experience team. You’ll be at the heart of operations, supporting 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 Swan\'s future success.What You\'ll Be DoingAs part of the Customer Experience team, you\'ll handle tickets and drive product evolution, identify automation opportunities, and ensure service excellence.Manage high volumes of customer requests: you\'ll be the point of contact for operational requests via our ticketing platform, collaborating with internal experts to ensure high-quality and timely answers.Rigorously meet our SLAs and CSAT: contribute to achieving performance targets while maintaining impeccable response quality.Adopt a problem solver mindset: when faced with complex situations, analyze, investigate, and propose concrete solutions.Become an expert on key operational processes (e.g., account closure, payment claims, card delivery issues) and ensure their scalability and customer-centric approach.Identify recurring pain points and suggest product or process improvements in collaboration with Product Automation, Product, and Risk teams, contributing to the roadmap.Use AI daily to increase efficiency, improve response quality, and handle higher volumes; identify repetitive tasks for automation and help evaluate feasibility and impact.Monitor quality and performance: contribute to team SLAs and monitor personal performance while pushing for qualitative excellence and continuous improvement.Preferred ExperienceYou have 2–3 years of experience in a Customer Support, Customer Success, or Operations role, ideally in fintech, SaaS, or a tech companyStrong written communication skills (clarity, empathy, accuracy)Love processes, tools, and optimization: spotting inefficiencies, thinking about automation, and suggesting product improvementsExperience with Zendesk is strongly preferredOrganized and methodical, able to prioritize even with high volumesComfortable with technical products and able to simplify complex concepts for othersCurious, proactive, and collaborative; you don\'t wait to be told something\'s broken before taking actionProblem solver at heart: you dig deep, analyze, and find sustainable solutionsOpen to using AI to boost efficiency and work qualityFluent in French and English; knowledge of other European languages is a plusBanking experience valuedPrior experience in the banking or financial services sector is highly appreciated. If you have knowledge of banking law, financial regulations, or issues related to financial crime and fraud prevention, it is a real asset. You\'ll handle sensitive matters requiring understanding of regulatory obligations and risk; experience in these areas helps you ramp up quickly and interact effectively with Risk, Compliance, and Fincrime teams.What\'s in it for you?A central role with real impact on customer experience, process quality, and operational scalabilityOpportunity to grow your Ops skills (automation, knowledge management, process ownership)A cross-functional position collaborating with Product, Tech, Fincrime, Legal, and moreA fast-paced, learning-focused environment with regular feedback and supportA strong team culture emphasizing clarity, empathy, challenge, and ownershipOur ValuesSwan\'s core values guide our actions daily. They include:Simplicity: Making complex things simple and breaking down convoluted ideasLong Term: Playing the long game to support partners and climate action commitmentsExcellence: Striving for high-quality banking services and partner satisfactionBe Human: Acting with kindness and integrity, caring about broader issuesRecruitment processA 30-minute video call with our Talent Acquisition ManagerAn interview with Claudia, our Lead Customer SupportA case study and a peer interviewAn interview with Abbey, our Head of Customer Experience #J-18808-Ljbffr