Customer Operations 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**

Swan is on the lookout for a Customer Operations Specialist to help scale our Customer Ops team.

You’ll be at the heart of operations, supporting our customers and improving the very processes and tools they rely on. If you love solving problems, optimizing workflows, and being the link between product and customers, this might be for you.

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

As part of the **Customer Operations** team, your mission goes beyond traditional support. You’ll handle tickets, _yes_, but also challenge the status quo, refine our internal processes, and identify opportunities for automation or product evolution.

**On a daily basis, you will**:

- ** Handle customer requests**: You’ll be the point of contact for operational requests via our ticketing platform, collaborating with internal experts to ensure high-quality, timely answers.
- **Drive ownership on operational processes**: You’ll become an expert on specific flows (e.g., account closure, payment claims, card delivery issues), making sure documentation is up-to-date, scalable, and customer-centric.
- **Spot what can be improved**: You’ll analyze recurring pain points, suggest changes to the product or internal tools, and work hand-in-hand with our Ops Performance, Product, and Risk teams to implement smarter ways of working.
- **Improve internal & external documentation**: You’ll co-own the knowledge base (FAQs, macros, help guides) and proactively maintain clarity and accuracy.
- **Monitor quality & performance**: You’ll contribute to keeping our SLA under control, while pushing for qualitative responses and continuous team improvement.

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

- You have **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, suggesting product improvements.
- You’re naturally **organized and methodical**, and you can prioritize without stress
- You’re comfortable with **technical products** and know how to simplify complex things for others
- **You’re curious, proactive, and collaborative**: you don’t wait to be told something’s broken before jumping in
- You’re fluent in **French and English**. Knowledge of other languages (Spanish, Italian, German ) is a plus
- Bonus: you’re familiar with **banking or fintech operations**, or have a strong appetite for the sector
- You have at least **2 or 3 years of solid experience** in customer operations or customer support
- 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 Cl