Customer Support Specialist

About Swap

Swap provides the operational backbone for modern agentic commerce. It is an AI-first platform that connects backend operations with a contemporary storefront experience.

Designed for brands that want to sell products anywhere, Swap brings global operations together in one place, supports intelligent workflows, and helps teams make margin-protecting decisions using real-time data and capabilities. Its product suite includes cross-border commerce, tax, returns, demand planning, and a next-generation agentic storefront that gives merchants greater visibility and confidence to act.

The company is focused on building a culture grounded in clarity, creativity, and shared ownership while reshaping how global commerce functions.

About the Role

Swap is hiring a dependable, well-organised, and empathetic Customer Support Specialist to help merchants solve issues efficiently and with care. In this role, you will be the first point of contact for customers, offering guidance, resolving platform-related questions, and making sure every interaction meets the company’s service standards.

The position combines customer advocacy with light technical analysis. You will spend time solving problems, explaining processes, and communicating clearly, while also partnering with CX, Product, Ops, and Engineering teams to identify issues, improve workflows, and strengthen the overall support function.

You will manage a broad range of requests, including shipping and order concerns, account setup, and returns, while helping support the team’s growth as the company scales.

Key Responsibilities

• Handle merchant questions through email and dashboard channels with clear, thoughtful, and empathetic communication.
• Diagnose and resolve issues involving returns, shipping, payments, and platform settings.
• Work through more complex cases that are escalated by the CX team.
• Partner with Product, Ops, Engineering, and Account Managers to close customer issues effectively.
• Assist merchants with onboarding, account configuration, and best-practice guidance.
• Capture repeat problems, document them, and help improve internal workflows to increase speed and accuracy.
• Keep internal and customer-facing Knowledge Base content current and useful.
• Serve as a bridge between merchants and internal teams so feedback is recorded and acted on.

Requirements

• 2-3+ years of experience in Customer Support, preferably within SaaS, e-commerce, logistics, or another fast-moving environment.
• Strong problem-solving ability with a clear, structured approach to troubleshooting.
• Working familiarity with e-commerce platforms such as Shopify, BigCommerce, and WooCommerce.
• Exposure to shipping carriers, customs processes, or return workflows is advantageous.
• High levels of empathy and patience, plus the ability to remain composed in difficult conversations.
• Strong multitasking, prioritisation, and organisational skills.
• Comfort working with multiple internal stakeholders and escalating issues when appropriate.
• Curiosity and a willingness to learn new tools and processes quickly.
• Experience using Intercom or a similar support platform is a plus.

What Success Looks Like

Success in this role means solving merchant issues quickly and accurately while communicating well throughout the process. Customers should leave interactions feeling supported, understood, and confident.

Well-maintained documentation and improved processes should help lower ticket volume over time. Over time, you should become a dependable specialist in one or more parts of the platform, and the patterns you identify should contribute to product improvements and stronger operational efficiency.

Benefits

• Competitive base salary.
• Stock options in a fast-growing startup.
• Generous PTO, with public holidays on top and your birthday off.
• Pension contributions.
• Private health coverage.
• Gym and wellness support.
• Mental health benefits.
• Quarterly budget for team offsites.
• Thursday happy hour.
• Breakfast on Mondays.

Diversity & Equal Opportunities

Swap is committed to creating a diverse and equitable workplace. The team values a mix of backgrounds, skills, and perspectives, and believes that greater inclusion leads to better outcomes. Building an inclusive culture is considered both the right approach and the smart one.