Customer Support Specialist

Swap; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading software provider is seeking a Customer Support Specialist to serve as the main point of contact for clients. This role includes providing excellent customer service, troubleshooting issues, and maintaining product knowledge. The position requires strong communication skills and a proactive approach to problem-solving in a dynamic environment.

Benefits

Competitive salary and employee share options

Flexible working hours

Competitive holiday allowance

Opportunity to work with a global team

Qualifications

• Customer Support / Customer Service skills required.
• Experience in a similar role is preferred.
• Knowledge of ecommerce operations is a plus.

Responsibilities

• Investigating queries and providing solutions.
• Responding to customer info requests and troubleshooting.
• Liaising with shipping carriers for shipment issues.

Skills

Customer Support

Communication

Problem-solving

Attention to detail

Interpersonal Skills

CRM tools understanding

Tools

Intercom

Job description

Company

Say hello to the ecommerce OS.

Swap is a leading software provider dedicated to empowering e-commerce brands with innovative, data-driven solutions. Our cutting-edge platform helps online retailers optimise their operations, enhance customer experiences, and drive growth. We are committed to fostering a collaborative and inclusive work environment where creativity and innovation thrive.

Role Description

We are looking for a hands on Customer Support Specialist who will be the point of contact for our clients. This role will involve providing the highest level of support, ensuring customer satisfaction, effective communication as well as delivering exceptional customer service, and troubleshooting issues as they arise.

Responsibilities

• Investigating queries and providing solutions and feedback
• Escalating queries to relevant specialists where required
• Responding to customs information request emails with relevant information
• Investigating shipment issues and liaising with shipping carriers
• Submitting lost shipment claims
• Creating shipping carrier labels
• Submitting customs documentation to shipping carriers
• Continuously updating your knowledge base on our product and staying informed about product updates and changes
• Change Management- Due to the nature of the business, new query types and and support areas will be faced on an ongoing basis as well as some manual tasks
  
  

Requirements

• Customer Support / Customer Service skills
• Hybrid (3 days in our Holborn office)
• Strong communication abilities
• Problem-solving and Troubleshooting skills
• Desirable understanding of CRM tools (Intercom)
• Ability to prioritise and manage multiple tasks
• Experience in a similar role is preferred
• Excellent interpersonal skills
• Attention to detail and accuracy
• Knowledge of ecommerce operations is a plus
  
  

What We Offer

• Competitive salary and employee share options
• Competitive holiday allowance (plus public holidays)
• Flexible working hours
• Accelerate your learning potential working at a high-growth startup
• The opportunity to work with a stellar team all around the world
  
  

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.