Customer Support Specialist
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 €1.5 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.
Job description Swan is looking for a Customer Support Specialist to help scale our Customer Experience team.
You’ll be at the heart of operations, supporting our customers and driving continuous improvement of our processes. If you love solving complex problems, managing high volumes, and being the link between product and customers, this role is for you.
This is a unique opportunity to contribute to a dynamic and growing team, with a key role in Swan’s future success.
What you’ll be doing
As part of the Customer Experience team, your mission goes beyond traditional support. You’ll handle tickets, yes, but you’ll also drive product evolution, identify automation opportunities, and ensure service excellence.
✨ On a daily basis, you will:
Manage high volumes of customer requests : You’ll be the point of contact for operational requests via our ticketing platform, collaborating with internal experts to ensure high-quality & timely answers.
Rigorously meet our SLAs and CSAT : You’ll actively contribute to achieving our performance targets while maintaining impeccable response quality.
Adopt a problem solver mindset : When faced with complex or unprecedented situations, you analyze, investigate, and propose concrete solutions. You don’t just respond, you solve.
Become an expert on specific operational flows : You’ll master key processes (account closure, payment claims, card delivery issues, etc.) and ensure their scalability and customer-centric approach.
Identify what can be improved : You’ll spot recurring pain points and suggest product or process improvements in collaboration with our Product Automation, Product, and Risk teams in a structured way, actively contributing to the roadmap.
Use AI daily : You’ll leverage AI tools (like Dust) to increase efficiency, improve response quality, and handle higher volumes. You’ll identify repetitive tasks that can be automated and contribute to evaluating their feasibility and impact.
Monitor quality and performance : You’ll ensure our SLAs are met as a team and monitor your individual performance, while pushing for qualitative excellence and continuous team improvement.
Preferred experience
✨ You’re a great match if:
You have minimum 2-3 years of experience in a Customer Support, Customer Success, or Operations role – ideally in a fintech, SaaS, or tech company.
You have strong written communication skills (clarity, empathy, accuracy).
You love processes, tools, and optimization : spotting inefficiencies, thinking about automation, and suggesting product improvements.
Experience with Zendesk strongly preferred.
You’re naturally organized and methodical , and you can prioritize without stress even when facing high volumes.
You’re comfortable with technical products and know how to simplify complex things for others.
You’re curious, proactive, and collaborative : you don’t wait to be told something’s broken before jumping in.
You’re a problem solver at heart : when faced with a problem, you dig deep, analyze, and find sustainable solutions.
You encourage open to using AI to boost your efficiency and work quality.
You’re fluent in French and English . Knowledge of other European languages (Spanish, Italian, German…) is a plus.
Banking experience valued:
Prior experience in the banking or financial services sector is highly appreciated. If you have knowledge of or sensitivity to banking law, financial regulations, or issues related to financial crime (fincrime) and fraud prevention, it’s a real asset. At Swan, you’ll handle sensitive matters requiring an understanding of regulatory obligations and associated risks. Experience in openness or curiosity for these areas will allow you to ramp up quickly and interact effectively with our Risk, Compliance, and Fincrime teams.
What’s in it for you?
A central role with real impact on customer experience, process quality, and operational scalability.
The opportunity to grow your Ops muscle (automation, knowledge management, process ownership…)
A cross-functional position where you’ll collaborate with Product, Tech, Fincrime, Legal, and more.
A fast-paced, learning-focused environment with regular feedback and support.
A strong team culture: we value clarity, empathy, challenge, and ownership.
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.
It’s okay if you don’t tick all the boxes — don’t let imposter syndrome prevent you from applying!