Customer Support Specialist

Swap; Greater London; On-site; GBP 30,000 - 42,000; Full time

Job summary

Swap is seeking a reliable Customer Support Specialist to be the frontline voice for merchants, resolving issues quickly and clearly. You will troubleshoot platform questions, guide users, and collaborate with CX, Product, Ops, and Engineering teams to surface issues and improve workflows.

The role blends advocacy with light technical investigation and requires strong empathy, organisation, and the ability to manage multiple inquiries across shipping, returns, and account configuration.

Qualifications

• 2-3+ years of experience in Customer Support, ideally in SaaS, e-commerce, logistics, or a similar fast-paced environment.
• Strong troubleshooting skills and the ability to break down problems clearly.
• Familiarity with e-commerce platforms (Shopify, BigCommerce, WooCommerce).
• Experience with Intercom or similar support platforms is a bonus.

Responsibilities

• Respond to merchant inquiries across email and dashboard channels with clarity and empathy.
• Troubleshoot issues related to returns, shipping, payments, and platform configuration.
• Investigate more complex cases escalated by the CX team.
• Collaborate cross-functionally with Product, Ops, Engineering, and Account Managers to resolve customer issues.
• Support merchants with account setup, onboarding questions, and best-practice guidance.
• Document recurring issues and help refine internal processes to improve response times and accuracy.

Skills

Customer support

Troubleshooting

SaaS

E-commerce platforms

Intercom

Communication

Tools

Intercom

Job description

About Swap

Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience.

Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence.

At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.

About the Role

We’re looking for a reliable, organised, and empathetic Customer Support Specialist who thrives on helping merchants resolve issues quickly and effectively. You’ll be the frontline voice for our customers, providing guidance, troubleshooting platform questions, and ensuring every interaction reflects the high standard of service we promise.

This role blends customer advocacy with light technical investigation: part problem-solver, part educator, and part communicator. You’ll work closely with our CX, Product, Ops, and Engineering teams to surface issues, improve workflows, and elevate the overall support experience.

You’ll handle a wide variety of inquiries from shipping and order issues to account configuration and returns while contributing to the long-term growth of our Support organisation as Swap scales.

Key responsibilities

• Respond to merchant inquiries across email, and dashboard channels with clarity and empathy.
• Troubleshoot issues related to returns, shipping, payments, and platform configuration.
• Investigate more complex cases escalated by the CX team.
• Collaborate cross-functionally with Product, Ops, Engineering, and Account Managers to resolve customer issues.
• Support merchants with account setup, onboarding questions, and best-practice guidance.
• Document recurring issues and help refine internal processes to improve response times and accuracy.
• Maintain and update internal and external Knowledge Base articles.
• Act as a liaison between merchants and internal teams to ensure feedback is captured and acted upon.

What we would like to see:

• 2-3+ years of experience in Customer Support, ideally in SaaS, e-commerce, logistics, or a similar fast-paced environment.
• Strong troubleshooting skills and the ability to break down problems clearly.
• Familiarity with e-commerce platforms (Shopify, BigCommerce, WooCommerce).
• Basic understanding of shipping carriers, customs requirements, or returns flows is a plus.
• Empathy, patience, and a calm approach to challenging conversations and ability to multitask, prioritise, and stay organised.
• Comfortable collaborating with multiple internal teams and escalating issues when needed.
• Curiosity and willingness to learn new tools and processes quickly.
• Experience with Intercom or similar support platforms is a bonus.

What Success Looks Like

• Merchant issues are resolved quickly, accurately, and with excellent communication.
• Customers feel confident, supported, and understood after interacting with Support.
• Clear documentation and better processes reduce ticket volume over time.
• You become a trusted specialist in one or more areas of our platform.
• Trends you surface contribute to product improvements and broader operational efficiency.

Diversity & Equal Opportunities:

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn’t just the right thing to do; it’s also the smart thing.