Customer Support Specialist

Customer Support Specialist

Swan is looking for a Customer Support Specialist to help scale our Customer Experience team.

You'll be at the heart of operations, supporting our customers and driving continuous improvement of our processes. If you love solving complex problems, managing high volumes, and being the link between product and customers, this role is for you.

This is a unique opportunity to contribute to a dynamic and growing team, with a key role in Swan's future success.

What You'll Be Doing

As part of the Customer Experience team, your mission goes beyond traditional support. You'll handle tickets, but you'll also drive product evolution, identify automation opportunities, and ensure service excellence.

On a daily basis, you will:

• Manage high volumes of customer requests: You'll be the point of contact for operational requests via our ticketing platform, collaborating with internal experts to ensure high-quality and timely answers.

• Rigorously meet our SLAs and CSAT: You'll actively contribute to achieving our performance targets while maintaining impeccable response quality.

• Adopt a problem solver mindset: When faced with complex or unprecedented situations, you'll analyze, investigate, and propose concrete solutions. You don't just respond, you solve.

• Become an expert on specific operational flows: You'll master key processes (account closure, payment claims, card delivery issues, etc.) and ensure their scalability and customer-centric approach.

• Identify what can be improved: You'll spot recurring pain points and suggest product or process improvements in collaboration with our Product Automation, Product, and Risk teams in a structured way, actively contributing to the roadmap.

• Use AI daily: You'll leverage AI tools (like Dust) to increase efficiency, improve response quality, and handle higher volumes. You'll identify repetitive tasks that can be automated and contribute to evaluating their feasibility and impact.

• Monitor quality and performance: You'll ensure our SLAs are met as a team and monitor your individual performance, while pushing for qualitative excellence and continuous team improvement.

Preferred Experience

You're a great match if:

• You have minimum 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, and suggesting product improvements.

• Experience with Zendesk is strongly preferred.

• You're naturally organized and methodical, and you can prioritize without stress even when facing high volumes.

• 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 a problem solver at heart: when faced with a problem, you dig deep, analyze, and find sustainable solutions.

• You're open to using AI to boost your efficiency and work quality.

• You're fluent in French and English. Knowledge of other European languages (Spanish, Italian, German…) is a plus.

Banking experience valued:

Prior experience in the banking or financial services sector is highly appreciated. If you have knowledge of or sensitivity to banking law, financial regulations, or issues related to financial crime (fincrime) and fraud prevention, it's a real asset. At Swan, you'll handle sensitive matters requiring an understanding of regulatory obligations and associated risks. An openness or curiosity for these areas will allow you to ramp up quickly and interact effectively with our Risk, Compliance, and Fincrime teams.

What's in It For You?

• A central role with real impact on customer experience, process quality, and operational scalability.

• The opportunity to grow your Ops muscle (automation, knowledge management, process ownership…)

• A cross-functional position where you'll collaborate with Product, Tech, Fincrime, Legal, and more.

• A fast-paced, learning-focused environment with regular feedback and support.

• A strong team culture: we value clarity, empathy, challenge, and ownership.

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 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.

Perks of Being a Swanee

• Holidays: 25 days + RTT

• Meal Vouchers: We provide a meal voucher 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 policy: We offer the possibility of working from home for 2 days per week.

• Offsite: Once a year we gather to reconnect, deep-dive into big topics, and relax.

• Diversity and inclusion are important at Swan. We're working hard to get better every day.

Swan's core values guide our actions daily. Individually, they may seem obvious, but together, they form a unique culture.

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.

You can find out more about our culture.

Recruitment Process

• A 30-minute video call with our Talent Acquisition Manager to get to know you, understand your career expectations, and answer your questions

• An interview with Claudia