Bilingual FinTech Customer Support Specialist

swan.io; Paris; Hybrid; EUR 32,000 - 45,000; Full time

Job summary

Swan is seeking a Customer Support Specialist to provide reliable, high-quality support to partners and end customers. You will manage tickets from first contact to resolution, follow established procedures, and escalate complex cases to the appropriate teams.

Strong communication in English and French is essential, with at least three years in customer support and an interest in automation. You will work within Swan's Operations team to meet SLAs, flag recurring issues, and contribute to

Qualifications

• 3+ years of experience in customer support
• Experience in fintech, banking, or regulated environments is a plus
• Strong written and verbal communication in English and French
• Organized, detail-oriented, able to manage multiple requests
• Enjoy improving processes and automation

Responsibilities

• Respond to partner and end-customer inquiries through the designated ticketing system
• Own cases from first contact to resolution within SLA
• Escalate high-risk or complex cases through proper channels
• Follow SOPs, security, data protection and compliance procedures
• Identify recurring issues and contribute to root-cause analyses and improvements
• Maintain internal knowledge resources, SOPs, and training materials
• Collaborate with CX colleagues, BPO teams, and other stakeholders with clear handovers

Skills

Customer support

English fluency

French fluency

Problem solving

Job description

Swan is seeking a Customer Support Specialist to provide reliable, high-quality support to partners and end customers. You will manage tickets from first contact to resolution, follow established procedures, and escalate complex cases to the appropriate teams.

Strong communication in English and French is essential, with at least three years in customer support and an interest in automation. You will work within Swan's Operations team to meet SLAs, flag recurring issues, and contribute to