Customer Support Specialist - Freelance Contract

Customer Support Specialist

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).

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.

But when it comes to financial workflows, there's still a gap. Too many critical tasks like managing cash flow, tracking payments, or reconciling accounts happen outside the software, across spreadsheets, email threads, banking portals.

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

Job Description

Swan is looking for an experienced Customer Support Specialist for a 5 to 7-month freelance assignment, available ASAP. This position is specifically dedicated to professionals with at least one to two freelance experiences. The ideal candidate will thrive in a high-volume environment, excel at rapid problem-solving with rigor and quality, and be committed to delivering exceptional service quality.

Your primary mission is to provide superior customer support to our partners, end clients, and internal stakeholders while consistently meeting or exceeding our Service Level Agreements (SLAs). You'll handle high volumes of requests with speed, precision, and vigilance, quickly distinguish urgent from non-urgent tickets, and work cross-functionally to deliver solutions. This role is a key contributor to company OKRs and strategic projects.

Important: This position requires 1 month of onboarding sessions in our Paris office to ensure you master our processes, tools, and product before transitioning to more flexible work arrangements.

What you'll be doing

• Handle high volumes balancing speed and quality: Process a large number of partner and end customer inquiries (onboarding processes, transactions, card blocks, payment incidents, business queries) via our ticketing system, maintaining quality and vigilance while working efficiently.
• Prioritize effectively: Quickly assess and distinguish urgent tickets from non-urgent ones, ensuring critical issues are addressed first to meet our SLAs and maintain excellent service.
• Meet and exceed our SLAs with rigor: Consistently deliver timely responses and resolutions in line with our performance targets, demonstrating reliability, attention, and commitment to customer satisfaction.
• Be flexible with your schedule: Adapt your working hours based on business needs and ticket volumes, demonstrating flexibility to ensure continuous coverage and optimal customer service, particularly during public holidays and vacation periods.
• Manage internal escalations effectively: Handle escalations to meet customer SLAs and prevent recurring issues through thorough and rigorous investigation and collaboration with internal teams.
• Conduct root cause analysis: Investigate customer support issues with vigilance to identify patterns, provide operational feedback, and suggest improvements to prevent future complications.
• Share incident reporting: Maintain transparency with partners, where possible, through clear, accurate, and timely incident communication.
• Drive automation and efficiency: Continuously identify opportunities for process improvement, automation, and efficiency enhancements to reduce manual work and increase throughput.
• Track performance and quality metrics: Monitor individual and team metrics to continuously improve service delivery and contribute to 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

You're a great match if:

• You have 3+ years of experience in Customer Support within a start-up/scale-up, another fast-paced work environment, or in a finance or banking context, and at least 1 year minimum as a Freelancer
• You thrive in high-volume environments, especially when facing complex requests that require extensive investigation and research, while maintaining quality, rigor, and vigilance, and working to continuously improve our CSAT
• You're excellent at prioritization, independent project management, adaptability, and you master autonomy
• You're rigorous and detail-oriented, with a strong sense of quality in all your interactions
• You love killing volume and have a natural instinct for getting things done
• You understand the power of customer support to drive change in an organization
• You embrace change and enjoy improving processes to make them smart and scalable
• You're fluent in English and French. Other European languages (Spanish, Italian, German, Dutch) would be a plus
• Knowledge of banking law, financial crime (fincrime), and fraud is highly appreciated
• Experience with Zendesk strongly preferred
• You're available for minimum 1 week of onboarding in our Paris office to fully immerse yourself in Swan's operations before transitioning to flexible work
• 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:

Simplicity: Leonardo Da Vinci said: "simplicity is the ultimate sophistication." If something's convoluted or confusing, we work extra hard to break it down. - Making complex things simple is what we do.

Long Term: We always play the long game, whether it's to support our partners in their growth journey, or make tangible commitments to climate action.

Excellence: We are a team of experts who consistently go all out to create pixel-perfect banking services and exceed our partners' expectations—whatever it takes.

Be Human: We believe in the power of kindness and the importance of acting with integrity. But embracing our humanity extends beyond interpersonal interactions, it means caring about greater issues that affect our planet.

Recruitment Process

• A 30-minute call with our Talent Acquisition Manager to get to know you, understand your career expectations, and answer your questions
• An interview with Claudia, our Lead Customer Operations
• A case study and a peer interview - live