[Hiring] Product Support Specialist @Swapcard

Role Description

The Technical Support team is responsible for educating and empowering Swapcard customers on a global level. Our job starts even before they become our customers: as soon as they visit Swapcard’s website, we are there to guide them through conversations every step of the way to ensure they get the most value out of our product.

This team is the right fit for everyone who loves autonomous problem-solving and troubleshooting, with the end goal of empowering our customers to reach their objectives, maximize their experience with our platform, and address any challenges with our product.

This is not a springboard into other areas or jobs at Swapcard, but this is a great role for those who are looking to be part of our support team and who are excited about growing alongside Swapcard. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they’re encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers.

Missions and Scope

• Communicating efficiently and effectively with our customers - we use Intercom conversations to do most of our support, but you'll also be talking to customers via video calls every now and then (webinars etc.)
• Owning customer communications and issues from initial contact until resolution, or escalation to the appropriate SME when needed
• Becoming an encyclopedia of knowledge about how Swapcard works and what it is capable of for all user types and plans
• Being responsible, along with the Success team, to ensure that all customers have a great experience with our platform - a crucial part of the role is ensuring we make Swapcard as intuitive, reliable, bug-free, and fast as possible
• Working directly with Product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions
• Continuously identify Help Center content gaps and record knowledge

Qualifications

• Previous experience working in a troubleshooting environment
• 1-2 years of technical support experience
• Solid understanding of tech fundamentals + modern day 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 + enjoys helping customers)
• Ability to take on + action feedback
• Strong communication skills (ability to question, clarify, empathize, use appropriate tone + 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

Swapcard’s Interview Process

• Screening Interview with a recruiter from our people team.
• A remote exercise to demonstrate and assess your skills.
• Manager review with your future reporting manager.
• Leadership review with one of our department leaders.
• Reference check conducted by our people team.
• Offer.

Swapcard's Values

• Curious: We ask questions, try new things and take risks. We learn from one another and see mistakes as opportunities to grow.
• Value-Driven: We focus on making each decision count by prioritizing outcomes that create meaningful value for our customers, team members, and partners.
• Human: We foster empathy, openness, and diversity to create a caring and collaborative community.
• Resilient: We embrace challenges with optimism, creativity, and adaptability, constantly seeking innovative solutions.
• Ownership: We take responsibility and are accountable for our actions, driving success through initiative, trust, and accountability.

Benefits

• International team with 40+ nationalities (more on the way!)
• 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 to ensure you have time for what matters most
• 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 (one-off contribution for equipment in addition to your initial equipment setup)
• Co-working space budget to support remote work in professional environments
• Learning budget to help you develop new and existing skills
• Mental health care initiatives to support your well-being

Equal Opportunity

Swapcard is committed to upholding equal employment practices and making merit-based employment decisions. We welcome individuals from all backgrounds, abilities, and experiences to apply, regardless of race, nationality, religion, sexual orientation, gender identity, pregnancy status, age, marital status, and status as a veteran.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.