Product Support Specialist

🕒 April 10

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Swapcard

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

🤝 B2B

💰 Venture Round on 2018-06

SaaS • B2B • Events

Swapcard is a platform designed to enhance the engagement and networking experiences at events such as trade shows, exhibitions, and conferences. The platform offers various features including event registration, on-site check-in and badge printing, a mobile event app, and AI-driven personalized recommendations to maximize exhibitor ROI and attendee engagement. Swapcard is particularly useful for managing B2B conferences and hybrid or virtual events, and it provides tools for lead generation, engagement, and data-driven insights for both exhibitors and attendees.

📋 Description

• Communicating efficiently and effectively with our customers - we use Intercom conversations to do most of our support, but you'll also be talking to customers via video calls every now and then (webinars etc.) • Owning customer communications and issues from initial contact until resolution, or escalation to the appropriate SME when needed • Becoming an encyclopedia of knowledge about how Swapcard works and what it is capable of for all user types and plans • Being the one responsible, along with the Success team, to ensure that all customers have a great experience with our platform - a crucial part of the role is ensuring we make Swapcard as intuitive, reliable, bug-free and fast as possible • Working directly with Product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions • Continuously identify Help Center content gaps and record knowledge

🎯 Requirements

• Previous experience working in a troubleshooting environment • 1-2 years of technical support experience • Solid understanding of tech fundamentals + modern day tools (Slack, Notion, Intercom, JIRA, Gainsight) • Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs, etc.) • Ability to troubleshoot and utilize resources to answer questions on baseline topics • Strong customer focus (excels at + enjoys helping customers) • Ability to take on + action feedback • Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable) • Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency • Strong problem solving skills (ability to think critically and learn on-the-fly) • Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas

🏖️ Benefits

• International team with 40+ nationalities (more on the way!) 🌍 • Remote-first policy with headquarters in Paris 🗼 • Thriving startup with career growth opportunities 🪴 • Open-minded culture that appreciates differences 👽 • Feedback-driven, supportive & curious team with a DIY mindset 🤔 🛠 • Generous Paid Time Off to ensure you have time for what matters most ❤️🏡 • Remote perks designed to optimize your working experience 🎁 • In-person social gatherings to celebrate our achievements 🏝️ • 100% of your health insurance contribution paid by Swapcard 🏥 • Work-from-home budget (one-off contribution for equipment in addition to your initial equipment setup) 🖇️ • Co-working space budget to support remote work in professional environments 💼 • Learning budget to help you develop new and existing skills 🤓 • Mental health care initiatives to support your well-being 🧘