Freelance - Customer Support Specialist

Job description

About Swan is Europe’s embedded banking specialist. We empower software companies to embed banking features like accounts, cards, and payments directly into their products, under their own brand.Swan processes over €2.5 billion in monthly transactions for more than 150 companies - like Pennylane, Indy, Agicap, Libeo, and Lucca. Founded in 2019, the company has received growth capital from leading investors such as Lakestar, Accel, Creandum, Bpifrance and Eight Roads. Swan is a principal member of Mastercard and a licensed financial institution, regulated by the French banking authority (ACPR). Our mission Banking belongs in business software Many software companies already serve small businesses incredibly well: helping them send invoices, run payroll, manage inventory, and more. They’re on a mission to become the central hub for managing every aspect of business life. But when it comes to financial workflows, there’s still a gap. Too many critical tasks like managing cash flow, tracking payments, or reconciling accounts happen outside the software, across spreadsheets, email threads, banking portals. It’s a missed opportunity. Business software shouldn’t just record financial activity — it should run it. To learn more about us: About Swan , Our story . Statement of work We are a fast-growing, Series B scale-up Banking as a Service (BaaS) tech company seeking an experienced Customer Support Specialist to provide excellent support to our clients and stakeholders. ✨ Your mission 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. ✨ Main tasks 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 ✨ Curious about your future team? 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. Preferred experience ✨ You’re a great match if: 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! 🙌 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. About Swan ✨ Our values: 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-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