Product Support Specialist, Swapcard
Europe
AI-powered virtual & hybrid event platform
Open for applications
AI-powered virtual & hybrid event platform
201-500 employees
Open for applications
201-500 employees
Company mission
Swapcard's mission is to empower human connections and enhance the way people network.
Role
Who you are
- 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
What the job involves
- 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 is 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 for a while 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
- 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 the one 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
Application process
- 1. Screening Interview with a recruiter from our people team
- 2. A remote exercise to demonstrate and assess your skills
- 3. Manager review with your future reporting manager
- 4. Leadership review with one of our department leaders
- 5. Reference check conducted by our people team
- 6. Offer
Our take
Events platform Swapcard is a major player in the events software industry, and like many others, it has had to adapt fast to the 2020 spike in demand for virtual events. It did so impressively, with an end-to-end solution that includes registration, engagement, and networking tools, as well as some novel details like an AI-powered guest matchmaking service.
Acquisitions of MapsPeople and Avolio have seen Swapcard deepening its suite of tools, which is reflective of Swapcard’s broader gamble: that as events persist in a combination of digital, hybrid, and in-person formats, customers are looking for a single tech provider capable of handling all aspects. This may not, however, be a given. Rival events platform Grip pulled ahead of Swapcard in terms of funding over recent years, which it credits to a consumer preference for its plug-in-and-play networking features. So complementary, not comprehensive, events tools were Grip's route to gaining traction in the transforming sector.
Nevertheless, customers like SXSW, Expo Dubai 2020, and Informa are among the high-profile enterprise clients pursuing Swapcard’s services. In a market expected to grow fairly rapidly over the next few years, these players may in fact provide a more valuable vote of confidence than its rivals’ influx of VC investment.
Steph
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (2 rounds)
Jun 2018
$4.3m
EARLY VC
Apr 2015
$0.6m
ANGEL
Total funding: $4.8m
Company benefits
- Remote-first policy with offices in Paris, USA, UAE, CA, UK, & IN 🇫🇷 🇺🇸 🇦🇪 🇨🇦 🇬🇧 🇮🇳 🇸🇬
- Fast-growing startup with many opportunities for growth 🌱
- Open-minded culture that appreciates differences 👽
- Feedback driven, supportive & curious team with DIY mindset 🤔 🛠
- Family leave and remote work❤️ 🏡
- Team that seizes every opportunity to celebrate success 🕺🏼💃
- Learning support and sponsorship 📚
- Work-from-home budget 😌
- Generous paid time off program 🎁
- Team vacations to celebrate our achievements ✈️
Company values
- 📚 Curiosity: Rapid growth and evolution are the results of our endless quest for new knowledge and understanding. We’re interested in our peers and their concerns. Anything novel or innovative excites us
- 👽 Open-mindedness: Feedback and ideas can be exchanged freely, without being taken personally. We welcome Swapcardians of all sorts and learn from each other’s personal and professional experiences
- ✊🏾 Humanity: Empathy encourages a kind and down to earth environment where we all feel comfortable and free to be human. We never have to wear a mask or hide who we are
- 🎯 Resilience: We have a desire to win and don’t take no for an answer. We prefer the term “experiment” over “failure”. We are solution-oriented and find innovative approaches to succeed
- 🏋🏽♀️ Ambition: Nothing is impossible. We're always striving to get better, seize opportunities, and reach the top. We are encouraged to dream big and believe in ourselves
Company HQ
Porte-Saint-Denis, Paris, France
Articles
Leadership
Baptiste Boulard
(CEO)Previously a lawyer at VINCI Concessions and Allen & Overy. Current Member of the Digital Innovation Working Group at UFI.
Damien Courbon
(COO)Previously an Internal Consultant with Nutricia Medical Nutrition, and went on to work as a Financial Auditor with Deloitte.
Godefroy des Francs
(CPO)A Business Management and Finance graduate, who went on to hold various project and portfolio management positions, including at BNP Paribas.
Salary benchmarks
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