Merchant Support Specialist (SaaS & E‑commerce)

Swap; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Swap is building an AI-native platform powering agentic commerce. We seek a Customer Support Specialist to guide merchants, troubleshoot platform questions, and ensure exceptional service as our Support team scales.

You’ll work with CX, Product, Ops, and Engineering to surface issues, improve workflows, and enhance support experiences while handling inquiries from shipping, orders, accounts, and returns.

Qualifications

• 2-3+ years of experience in Customer Support, ideally in SaaS, e-commerce, logistics, or a 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.

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.

Skills

Customer Support

SaaS

E-commerce

Troubleshooting

Cross-functional collaboration

Tools

Intercom

Shopify

BigCommerce

WooCommerce

Job description

Swap is building an AI-native platform powering agentic commerce. We seek a Customer Support Specialist to guide merchants, troubleshoot platform questions, and ensure exceptional service as our Support team scales.

You’ll work with CX, Product, Ops, and Engineering to surface issues, improve workflows, and enhance support experiences while handling inquiries from shipping, orders, accounts, and returns.