Freelance - Customer Support Specialist Operations · Paris · Hybrid

Swan is Europe’s embedded banking specialist. We empower software companies to embed banking features like accounts, cards, and payments directly into their products, under their own brand.

Swan processes over €2.5 billion in monthly transactions for more than 150 companies - like Pennylane, Indy, Agicap, Libeo, and Lucca.

Founded in 2019, the company has received growth capital from leading investors such as Lakestar, Accel, Creandum, Bpifrance and Eight Roads. Swan is a principal member of Mastercard and a licensed financial institution, regulated by the French banking authority (ACPR).

Many software companies already serve small businesses incredibly well: helping them send invoices, run payroll, manage inventory, and more. They’re on a mission to become the central hub for managing every aspect of business life.

But when it comes to financial workflows, there’s still a gap. Too many critical tasks like managing cash flow, tracking payments, or reconciling accounts happen outside the software, across spreadsheets, email threads, banking portals.

It’s a missed opportunity. Business software shouldn’t just record financial activity — it should run it.

To learn more about us: About Swan, Our story.

We are a fast-growing, Series B scale-up Banking as a Service (BaaS) tech company seeking an experienced Customer Support Specialist to provide excellent support to our clients and stakeholders.

Your mission

Your mission is to provide reliable, high-quality support to Swan’s partners and end customers. You will manage assigned tickets from first contact to resolution, follow established procedures, and elevate complex or sensitive cases to the appropriate teams. Through clear communication, accurate case handling, and timely follow-up, you will help the team meet its service commitments (SLA). You will also flag recurring issues and contribute to improvements in our processes and knowledge resources.

• Respond to partner and end-customer inquiries through the designated ticketing system

• Take end-to-end ownership of assigned cases, ensuring timely follow-up, clear communication, and efficient resolution within agreed SLAs

• Handle internal escalations effectively and elevate sensitive, high-risk, or complex cases through the appropriate channels

• Follow all applicable SOPs, security requirements, data-protection standards, and compliance procedures

• Identify recurring customer issues, contribute to root cause analyses, and recommend operational or product improvements

• Contribute to the maintenance of internal knowledge resources, including SOPs and training materials

• Identify opportunities to simplify repetitive tasks and contribute to process improvements and automation initiatives

• Collaborate effectively with CX colleagues, BPO teams, and other internal stakeholders, ensuring clear handovers and shared ownership of customer outcomes

The Customer Support team consists of approximately 10 team members and is part of the Operations organization. Its mission is to deliver high-quality support to our partners and their end customers, ensuring a positive experience and fostering long-term satisfaction and loyalty.

• You have strong written and verbal communication skills in English and French

• You enjoy investigating and resolving customer issues

• You have at least 3 years of experience in customer support. Experience in fintech, banking, or another regulated environment is a strong plus.

• You are organized, detail-oriented, and comfortable prioritizing multiple requests

• You embrace change and enjoy improving processes to be done in a smart and scalable way

• You enjoy…