Fintech Customer Support Specialist - Operations

Swan

Paris (TX)

On-site

USD 50,000 - 90,000

Full time

14 days+

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Job summary

Swan, Europe’s embedded banking specialist, seeks a Customer Support Specialist to provide reliable, high-quality support to partners and end customers. You will manage tickets from first contact to resolution, follow established procedures, and escalate as needed to meet SLA commitments.

Ideal candidates have 3+ years in customer support, plus fintech or banking experience, and strong English and French communication.

Qualifications

3+ years of experience in customer support.
Experience in fintech, banking, or another regulated environment is a strong plus.
Strong written and verbal communication skills in English and French.

Responsibilities

Respond to partner and end-customer inquiries through the designated ticketing system.
Take end-to-end ownership of assigned cases, ensuring timely follow-up within SLAs.
Handle internal escalations and elevate sensitive or complex cases.
Follow all SOPs, security requirements, data-protection standards, and compliance procedures.
Identify recurring customer issues and contribute to root cause analyses and improvements.
Maintain internal knowledge resources, including SOPs and training materials.
Identify opportunities to simplify repetitive tasks and contribute to process improvements and automation initiatives.
Collaborate with CX colleagues, BPO teams, and other stakeholders for clear handovers and shared outcomes.