Swap · 2 days ago
Customer Support Specialist
United States
Full-time
Remote
Entry, Mid Level
2+ years expSwap is an AI-native platform that connects backend operations with a forward-thinking storefront experience. The Customer Support Specialist will serve as the frontline voice for customers, providing guidance and troubleshooting platform questions while collaborating with internal teams to enhance the support experience.
E-CommerceFinanceSoftware
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
Qualification
Required
Reliable, organised, and empathetic
Strong troubleshooting skills and the ability to break down problems clearly
Empathy, patience, and a calm approach to challenging conversations
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
Preferred
2-3+ years of experience in Customer Support, ideally in SaaS, e-commerce, logistics, or a similar fast-paced environment
Familiarity with e-commerce platforms (Shopify, BigCommerce, WooCommerce)
Basic understanding of shipping carriers, customs requirements, or returns flows is a plus
Experience with Intercom or similar support platforms is a bonus
Benefits
Competitive base salary.
Stock options in a high-growth startup.
Competitive PTO with public holidays additional.
Private Health.
Pension.
Wellness benefits.
Company
Swap
Swap Commerce provides an e-commerce operating system that helps online brands unify and manage their commerce operations.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$149MKey Investors
ICONIQ GrowthQED Investors
2026-01-07Series C· $100M
2025-03-04Series B· $40M
2024-04-30Series A· $9M
Leadership Team
Juan Pellerano-Rendón
Chief Marketing Officer
Recent News
Tech Startups - Tech News, Tech Trends & Startup Funding
2026-01-09
2026-01-09
2026-01-09
Company data provided by crunchbase