Product Support Specialist - Americas - Remote

Overview

The Product Support Specialist at Swapcard is responsible for educating and empowering customers through effective communication and troubleshooting, ensuring an optimal experience with the platform.

In Short

• Communicate effectively with customers using Intercom and video calls.
• Own customer communications and issues from initial contact to resolution.
• Become knowledgeable about Swapcard's capabilities for various user types.
• Ensure customers have a great experience with the platform.
• Work with Product teams to identify and address customer feedback.
• Identify gaps in Help Center content and record knowledge.
• Encourage bringing ideas and feedback for team improvement.
• Support a culture of experimentation with workflows and automation.
• Demonstrate strong problem-solving skills and customer focus.
• Work with KPIs or metrics for performance tracking.

Requirements

• 1-2 years of technical support experience.
• Solid understanding of tech fundamentals and modern tools.
• Understanding of web technologies (HTML, CSS, JavaScript, APIs).
• Ability to troubleshoot and answer questions on baseline topics.
• Strong customer focus and communication skills.
• Ability to take feedback and act on it.
• Excitement for a constantly evolving support environment.
• Strong problem-solving and critical thinking abilities.
• Experience working with KPIs or metrics.
• Open to diverse backgrounds and experiences.

Benefits

• Full remote opportunities for work-life balance.
• Work in a diverse and inclusive environment.
• Supportive team culture encouraging feedback and ideas.
• Opportunity to grow alongside the company.
• Engage with a global community of event organizers.