Customer Success Specialist - Freelance Contract

Customer Success Specialist

Swan is looking for an experienced Customer Success Specialist for a 5 to 7-month assignment (freelance contract), available to ASAP. The ideal candidate will have experience in customer support, strong communication skills, and an exceptional ability to solve problems.

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 include:

• 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

Curious about your future 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 includes:

• 3/4+ years of experience in a Customer Support in a start-up/scale-up, another fast-paced work environment or in a consulting firm.
• You 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. Other European languages (ES, IT, DE, NL) would be a plus.
• Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door.

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.

Our values guide our actions daily:

• Simplicity: Making complex things simple is what we do.
• Long Term: We always play the long game.
• Excellence: We are a team of experts who consistently go all out to create pixel-perfect banking services and exceed our partners' expectations.
• Be Human: We believe in the power of kindness and the importance of acting with integrity.

Recruitment process includes:

• A 30-min call with our Talent Acquisition Manager
• An interview with Claudia our Customer Success Team Manager
• A business case
• Last interview with Abbey, Head of Support