Customer Support Specialist

Summary

Join Swapcard's Technical Support team as a remote-first employee and become a crucial part of ensuring exceptional customer experiences globally. You will be responsible for owning customer communications, troubleshooting issues, and becoming a product expert. This role requires strong problem-solving skills, technical understanding, and excellent communication abilities. Swapcard offers a supportive and collaborative environment with opportunities for growth and numerous benefits, including full health insurance coverage, remote work perks, and a generous paid time off policy. The ideal candidate possesses 1-2 years of technical support experience and a solid understanding of web technologies. This is a long-term role for those passionate about supporting customers and contributing to a constantly evolving team.

Requirements

• Previous experience working in a troubleshooting environment
• 1-2 years of technical support experience
• Solid understanding of tech fundamentals and modern tools (Slack, Notion, Intercom, JIRA, Gainsight)
• Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs, etc.)
• Ability to troubleshoot and utilize resources to answer questions on baseline topics
• Strong customer focus (excels at and enjoys helping customers)
• Ability to take on and action feedback
• Strong communication skills (ability to question, clarify, empathize, use appropriate tone and language, personable)
• Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency
• Strong problem-solving skills (ability to think critically and learn on-the-fly)
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas

Responsibilities

• Communicate efficiently and effectively with customers using Intercom and video calls
• Own customer communications and issues from initial contact to resolution or escalation
• Become an expert on Swapcard's functionality for all user types and plans
• Ensure, along with the Success team, that all customers have a positive experience with the platform
• Work with Product teams to identify issues and offer solutions based on customer feedback
• Continuously identify and document Help Center content gaps

Benefits

• International team with 40+ nationalities
• Remote-first policy with headquarters in Paris
• Thriving startup with career growth opportunities
• Open-minded culture that appreciates differences
• Feedback-driven, supportive & curious team with a DIY mindset
• Generous Paid Time Off
• Remote perks designed to optimize your working experience
• In-person social gatherings to celebrate our achievements
• 100% of your health insurance contribution paid by Swapcard
• Work-from-home budget
• Co-working space budget
• Learning budget
• Mental health care initiatives