Merchant Support Specialist—SaaS & E‑commerce Champion

Swap Commerce Ltd.

Greater London

Hybrid

GBP 32,000 - 42,000

Full time

6 days ago

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Job summary

Swap is seeking a reliable Customer Support Specialist who thrives on helping merchants resolve issues quickly and effectively. You’ll be the frontline voice for our customers, guiding them through platform questions and troubleshooting.

This role blends customer advocacy with light technical investigation: you'll surface issues, improve workflows, and collaborate with CX, Product, Ops, and Engineering to elevate the support experience.

Qualifications

2-3+ years of customer support in SaaS, ecommerce, or fast-paced settings.
Strong troubleshooting skills and ability to break down problems clearly.
Familiarity with e-commerce platforms (Shopify, BigCommerce, WooCommerce).
Empathy, patience, and a calm approach to challenging conversations and ability to multitask.

Responsibilities

Respond to merchant inquiries via email and dashboard with clarity.
Troubleshoot returns, shipping, payments, and platform configuration.
Escalate complex cases to CX team.
Collaborate with Product, Ops, Engineering, and Account Managers to resolve issues.
Assist merchants with account setup and onboarding.
Document recurring issues and refine internal processes to improve response times.
Maintain and update internal and external Knowledge Base articles.
Act as liaison between merchants and internal teams to capture feedback.