Merchant Support Specialist — SaaS & E‑commerce

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

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.