Customer Support Specialist - EMEA - Remote

Overview

As a Customer Support Specialist at Swapcard, you'll be part of a team dedicated to empowering customers through effective communication and problem-solving. Your role will involve guiding customers through their journey with our AI-powered event platform, ensuring they maximize their experience.

In Short

• Communicate effectively with customers using various channels including Intercom and video calls.
• Own customer issues from initial contact to resolution or escalation.
• Become knowledgeable about Swapcard’s functionalities and capabilities.
• Ensure a great customer experience by making the platform intuitive and reliable.
• Collaborate with Product teams to address customer feedback and issues.
• Identify gaps in Help Center content and contribute to knowledge management.
• Encourage feedback and ideas for team and customer improvement.
• Work in a dynamic support environment focused on efficiency and automation.
• Utilize strong communication skills to engage with customers.
• Leverage problem-solving abilities to assist customers effectively.

Requirements

• 1-2 years of technical support experience.
• Solid understanding of tech fundamentals and modern tools.
• Understanding of web technologies (HTML, CSS, JavaScript, APIs).
• Strong customer focus and enjoyment in helping others.
• Ability to take action on feedback.
• Strong communication skills with a personable approach.
• Excitement for experimenting with workflows and automation.
• Strong problem-solving skills and critical thinking.
• Experience with KPIs or metrics.

Benefits

• Full remote work opportunities.
• Supportive and inclusive company culture.
• Opportunity to grow alongside a dynamic team.
• Encouragement for sharing ideas and feedback.
• Diversity in the team fostering creativity and innovation.