Customer Support Specialist

About Swap

Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience.

Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence.

At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.

We’re looking for a reliable, organised, and empathetic Customer Support Specialist who thrives on helping merchants resolve issues quickly and effectively. You’ll be the frontline voice for our customers, providing guidance, troubleshooting platform questions, and ensuring every interaction reflects the high standard of service we promise.

This role blends customer advocacy with light technical investigation: part problem-solver, part educator, and part communicator. You’ll work closely with our CX, Product, Ops, and Engineering teams to surface issues, improve workflows, and elevate the overall support experience.

You’ll handle a wide variety of inquiries from shipping and order issues to account configuration and returns while contributing to the long-term growth of our Support organisation as Swap scales.

• 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.

• 2-3+ years of experience in Customer Support, ideally in SaaS, e-commerce, logistics, or a similar fast-paced environment.

• Strong troubleshooting skills and the ability to break down problems clearly.

• Familiarity with e-commerce platforms (Shopify, BigCommerce, WooCommerce).

• Basic understanding of shipping carriers, customs requirements, or returns flows is a plus.

• Empathy, patience, and a calm approach to challenging conversations and 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.

• Experience with Intercom or similar support platforms is a bonus.

• Merchant issues are resolved quickly, accurately, and with excellent communication.

• Customers feel confident, supported, and understood after interacting with Support.

• Clear documentation and better processes reduce ticket volume over time.

• You become a trusted specialist in one or more areas of our platform.

• Trends you surface contribute to product improvements and broader operational efficiency.

What we offer

💰 Competitive base salary: Pay that reflects your experience and the impact you’ll have, reviewed regularly as you grow with us.

📈 Stock options: Own a piece of what we’re building. As a high-growth scale-up, you’ll share in the upside as the company grows.

🏖️ Generous PTO: Competitive annual leave, with public holidays on top, plus your birthday off so you can celebrate properly.

🏥 Private healthcare: Comprehensive private medical cover, so you can get the care you need quickly.

🏦 Pension contributions: Company contributions to help you build long-term financial security.

🧘 Wellness benefits: Support for your physical health and wellbeing, so you can look after yourself in the way that works for you.

💚 Mental health support: Access to mental health resources and support, because looking after your mind matters as much as your body.

👶 Enhanced maternity and paternity leave: Extra support when you’re growing your family, so you can focus on what matters most.

🏡 Flexible working: Choose how and where you do your best work, with the trust and autonomy to manage your own time.

✈️ Work abroad for 4 weeks a year: Take your laptop somewhere new for up to four weeks each year, whether that’s family, travel, or a change of scenery.

🎉 Quarterly team offsite budget: A dedicated budget each quarter for your team to get together, connect, and have fun.

🥞 Breakfast Mondays: Start the week with a good meal and good company.

Diversity & Equal Opportunities:

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.