Customer Support Specialist - Temporary / Freelance contract

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: ; .

Job description

Swan is looking for an experienced Customer Support Specialist for a 5 to 7-month assignment (freelance or temporary contract), available to ASAP. The ideal candidate will have experience in customer support, strong communication skills, and an exceptional ability to solve problems. 

✨ Your mission

Your primary mission is to provide superior customer support to our partners, end clients, and internal stakeholders, meeting or exceeding Service Level Agreements (SLAs), and continuously working to reduce the number of inbound tickets. You will track company-wide service levels, assess frictions, and work cross-functionally to deliver solutions. This department will be a key contributor to feed company OKRs & company projects.

✨ Main Tasks

• Answer all partner and end customer inquiries (technical questions, KYC process, transactions, usage, business queries) via our ticketing system.
• Handle internal escalations effectively to meet customer SLAs and prevent recurring issues.
• Ensure timely and efficient issue resolution.
• Conduct root cause analysis of customer support issues to help prevent future complications and provide operational feedback and improvements to better serve our customers.
• Share incident reporting with partners to maintain transparency
• Oversee custom card design orders and delivery to ensure timely and accurate fulfillment.
• Approve monthly billing to ensure accuracy and timeliness.
• Display a bias for automation, continually seeking opportunities for process improvement and efficiency enhancements.
• Partner with documentation to create knowledge resources for customers: including FAQs, video tutorials, webinars, user guides to help customers understand and effectively use the product
• Conduct customer satisfaction surveys and analyzing feedback to improve customer service
• Track and improve individual and team metrics to better support our customers and company goals

✨ Curious about your future team?

Our team operates within the Operations organization to provide excellent assistance to our partners and their end customers, ensuring their satisfaction and loyalty.

Preferred experience

✨ You’re a great match if:

• 1/2+ years of experience in a Customer Support in a start-up/scale-up, another fast-paced work environment or in a consulting firm.
• You like to kill recurring problems
• You understand the power of customer support to drive change in an organization
• You embrace change and like improving processes to be done in a smart and scalable way
• You are fluent in English. Italian speaker would be a plus.
• Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door.

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 video call with our Talent Acquisition Manager, to get to know you, understand your career expectations and answer your questions
• An interview with Abbey, our Head of Support
• A peer interview and business case