Customer Support Specialist

**About**:
Swan is the leading European fintech specialized in embedded banking. A laureate of the French government’s selective year list of tech champions, “French Tech Next 120,” we are quickly expanding across Europe.

Over 100 European companies have already seamlessly integrated banking services such as accounts, cards, and payments into their products through our Banking-as-a-Service platform. This approach, known as “embedded finance”, empowers businesses to elevate their offerings and create new revenue streams — often times tripling their revenue

Our founders’ vision from the beginning was Simplicity: that anyone with a fintech idea at 2 am can visit our website, start building, and buy themselves a coffee with a self-issued card the very next day. That vision has taken us far.

Following a 38M€ Series B round last September, we have been doubling our headcount and already have over 230 Swanees across offices in Paris, Bordeaux, Berlin, Barcelona, Amsterdam, and Milan If you’re excited about joining a European fintech adventure, Swan is the way

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

***Job description***:
Swan is looking for a Customer Support Specialist to strengthen existing teams.

Your role will be to support the customer support team in resolving customer requests and managing escalations to other teams while guaranteeing the SLA in place and the quality of responses.

This is an exciting opportunity to work with a dynamic and growing team with an important role in Swan's future success.

**Your mission**
- **Managing customer relations** via the ticketing system and some telephone calls: As the main point of contact with customers, you will provide fast, useful answers to their questions and requests in line with pre-established processes. You must show empathy and find the best solutions to their problems, either internally with the team or by consulting experts from other teams.
- **Develop product expertise**: Your position requires you to constantly learn about our products, their features, and functionalities to help customers answer their questions, solve their problems, and provide feedback. You'll need to communicate technical information, adapt to new updates and releases, and pass on complex requests to various internal teams.
- **Improving our internal and external documentation**: Suggest improvements and updates to our claims handling processes, FAQs, user guides, tutorials, and other resources to help customers find answers and solve problems independently. You must ensure the information is accurate, relevant, accessible, and easy to understand.
- **Suggest improvements to support procedures**: You'll also have the opportunity to suggest improvements to the processes, workflows, and tools that help us deliver high-quality customer support. You will work with your manager and other team members to identify issues and opportunities for optimization and change to make the team's day-to-day work more efficient. This may involve setting up automation with the performance team, suggesting features with the team, or working with other customer-facing teams.
- **Objectives and KPIs**: You will be responsible for helping the team achieve its qualitative and quantitative objectives, guaranteeing customer satisfaction and loyalty by ensuring the quality of your responses and those of the team and our suppliers.

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

- You have at least 2 or 3 years of solid experience in customer support.
- **Experience**: You already have experience in banking, a SaaS offering, a technology company, or another fast-moving work environment. This experience will help you to become operational with our teams quickly.
- **Profile**: We expect someone proactive, meticulous, rigorous, motivated, able to manage your time and assigned priorities effectively, and aims for perfection in all your tasks.
- **Technical Concepts**: Ability to understand and explain technical concepts in simple terms
- **The mindset of a 'problem solver'**: You'll need to be creative and resourceful and adopt a positive, calm attitude in the face of challenges and obstacles.
- **Focus on customer satisfaction and well-being**: You will need to be genuinely empathetic, caring, and responsive to our customers' needs and expectations and able to build trust and loyalty with them.
- **Knowledge of the banking or Fintech sector is an asset.** A good understanding of the sector's regulations, practices, and trends will greatly help the team's success.
- **You must have professional proficiency in English and French.** A third language, such as Spanish, Italian or German, will be greatly appreciated, as we have international customers.
- **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 yo