Fintech Customer Support Specialist

swan.io; Paris; On-site; EUR 42,000 - 56,000; Full time

Job summary

Swan, Europe’s embedded banking specialist, seeks a Customer Support Specialist to provide high-quality support to partners and end customers. You will manage tickets from first contact to resolution, following SLAs and SOPs while flagging recurring issues for improvements.

You’ll work in a fast-growing fintech environment, communicating in English and French, and collaborating with CX and other teams to ensure scalable, reliable support.

Qualifications

• 3+ years of experience in customer support.
• Experience in fintech or banking is a strong plus.
• Proficient in English and French.
• Organized with attention to detail.
• Comfortable contributing to automation and scalable processes.

Responsibilities

• Respond to partner and end-customer inquiries through the designated ticketing system.
• Take end-to-end ownership of assigned cases, ensuring timely follow-up and resolution within SLAs.
• Handle internal escalations and elevate high-risk or complex cases.
• Follow SOPs, security requirements, data-protection standards, and compliance procedures.
• Identify recurring issues and contribute to root-cause analyses and improvements.
• Contribute to internal knowledge resources and training materials.
• Collaborate with CX colleagues, BPO teams, and other stakeholders.

Skills

English/French

Issue resolution

Fintech experience

Detail oriented

Automation mindset

CRM systems

Tools

CRM systems

Job description

Swan, Europe’s embedded banking specialist, seeks a Customer Support Specialist to provide high-quality support to partners and end customers. You will manage tickets from first contact to resolution, following SLAs and SOPs while flagging recurring issues for improvements.

You’ll work in a fast-growing fintech environment, communicating in English and French, and collaborating with CX and other teams to ensure scalable, reliable support.