Customer Success Specialist

**About**:
Swan 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—like 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. They’re on a mission to become the central hub for managing every aspect of business life.

It’s a missed opportunity. Business software shouldn’t just record financial activity — it should run it.

**To learn more about us**:About Swan** ;**Our story**.**

**Job description**

**Your mission**

Your primary mission is to provide superior customer support to our partners, end clients, and internal stakeholders, meeting or exceeding Service Level Agreements (SLAs), and continuously working to reduce the number of inbound tickets. You will track company-wide service levels, assess frictions, and work cross-functionally to deliver solutions. This department will be a key contributor to feed company OKRs & company projects.

**Main tasks**- Answer all partner and end customer inquiries (technical questions, KYC process, transactions, usage, business queries) via our ticketing system.
- Handle internal escalations effectively to meet customer SLAs and prevent recurring issues.
- Ensure timely and efficient issue resolution.
- Conduct root cause analysis of customer support issues to help prevent future complications and provide operational feedback and improvements to better serve our customers.
- Share incident reporting with partners to maintain transparency
- Oversee custom card design orders and delivery to ensure timely and accurate fulfillment.
- Approve monthly billing to ensure accuracy and timeliness.
- Display a bias for automation, continually seeking opportunities for process improvement and efficiency enhancements.
- Partner with documentation to create knowledge resources for customers: including FAQs, video tutorials, webinars, user guides to help customers understand and effectively use the product
- Conduct customer satisfaction surveys and analyzing feedback to improve customer service
- Track and improve individual and team metrics to better support our customers and company goals

**Your team**

Our team operates within the Operations organization to provide excellent assistance to our partners and their end customers, ensuring their satisfaction and loyalty.

**Preferred experience**:
**You’re a great match if**:

- You have a first 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 are an automation fan and like to kill recurring problems
- You understand the power of customer support to drive change in an organization
- You embrace change and like improving processes to be done in a smart and scalable way
- You are fluent in English and French, any other European language (Spanish, Italian, German, Dutch...) is a plus
- Knowledge of Zendesk or other CRM tools is 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**:

- **Holidays** : 25 days + RTT ️
- **Meal Vouchers**: We provide a Swile card to cover your meals on work days.
- **Transport**: Monthly mobility package for employees. In 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 Swan's 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 polic