Customer Support Specialist, Swan
Freelance
€200 - €300/day
Embedded finance platform
Be an early applicant
Embedded finance platform
201-500 employees
Be an early applicant
€200 - €300/day
201-500 employees
Company mission
To empower all kinds of digital companies to transform their UX and start embedding banking features within minutes.
Role
Who you are
- You have strong written and verbal communication skills in English and French
- You enjoy investigating and resolving customer issues
- You have at least 3 years of experience in customer support. Experience in fintech, banking, or another regulated environment is a strong plus
- You are organized, detail-oriented, and comfortable prioritizing multiple requests
- You embrace change and enjoy improving processes to be done in a smart and scalable way
- You enjoy identifying and eliminating recurring problems
- You are enthusiastic about automation and scalable processes
- 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!
What the job involves
- Your mission is to provide reliable, high-quality support to Swan’s partners and end customers.
- You will manage assigned tickets from first contact to resolution, follow established procedures, and escalate complex or sensitive cases to the appropriate teams.
- Through clear communication, accurate case handling, and timely follow-up, you will help the team meet its service commitments (SLA). You will also flag recurring issues and contribute to improvements in our processes and knowledge resources
- Respond to partner and end-customer inquiries through the designated ticketing system
- Take end-to-end ownership of assigned cases, ensuring timely follow-up, clear communication, and efficient resolution within agreed SLAs
- Handle internal escalations effectively and escalate sensitive, high-risk, or complex cases through the appropriate channels
- Follow all applicable SOPs, security requirements, data-protection standards, and compliance procedures
- Identify recurring customer issues, contribute to root cause analyses, and recommend operational or product improvements
- Contribute to the maintenance of internal knowledge resources, including SOPs and training materials
- Identify opportunities to simplify repetitive tasks and contribute to process improvements and automation initiatives
- Collaborate effectively with CX colleagues, BPO teams, and other internal stakeholders, ensuring clear handovers and shared ownership of customer outcomes
- The Customer Support team consists of approximately 10 team members and is part of the Operations organization. Its mission is to deliver high-quality support to our partners and their end customers, ensuring a positive experience and fostering long-term satisfaction and loyalty
Application process
- A 30-min call with our Talent Acquisition Manager, to get to know you, understand your career expectations and answer your questions
- A 45-min interview with Krystin, our Hiring Manager, to discuss your experience, skills and motivation for the role
- A case study with two Senior Team Members, to assess your approach to real-life scenarios relevant to the role
- A 45-min final interview with Elizabeth Able, our Head of Customer Support, to discuss your fit for the role and answer any remaining questions
Our take
Swan is a European fintech specialising in embedded banking, which believes it can transform businesses by adding a financial layer. The company's APIs enable companies to integrate banking services into their own digital product - embedded finance.
While not alone in the fintech industry, the company stands out by squarely targeting SaaS platforms, marketplaces, and other fintechs. It offers an end-to-end, integrated and multi-product experience, and owns the payment and fraud risk, which has garnered the attention of impressive clients including Agricap, Carrefour, Pennylane and Ride.
Swan continues to invest into accelerating its expansion in the European market, developing more banking features that are specialized for a variety of local EU markets. It continues to gain momentum and has raised plenty of funding to support its future growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
78% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2025
$47.2m
SERIES B
Sep 2023
$41.6m
SERIES B
Total funding: $112.4m
Company benefits
- ESOP packages available
- Flexible remote policy
- Swan encourages you to have fun staying fit, thanks to partnerships with Classpass & Gymlib
- Twice a year we go somewhere gorgeous (a chateau, a mountain) where we reconnect, deep-dive into big topics, and relax
- The best health insurance
- We provide a Swile card to cover your meal on work days
- Extra holidays (RTT)
Company HQ
Porte-Saint-Martin, Paris, France
Leadership
Nicolas Benady
(President & Co-founder)Former CEO of the company. Previously co-founded Antelop Solutions and PriceMinister. Acted as Product Manager for French Market of VISA Europe, President of Limonetik, IT Project Manager for AXA Cessions, and was a Team Member for Endless Winter.
Nicolas Saison
(CPO & Co-founder)Previous experience as Vice President of Product for Payboost, Digital IT Manager for AXA France, Payment Project Director for Limonetik, and as a Developer and Risk Manager for AXA.
Camille Tyan
(CEO)Previously founded ConnectX, as well as co-founding Marble, Numeral and PayPlug (at the latter of which they were CEO).
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