Customer Support Team Supervisor - Banking Operations

About the role

Swan, an embedded banking specialist, is looking for a Customer Support Team Supervisor for its Banking Operations team, based in Paris on a hybrid basis. The role leads the day-to-day work of the Banking Operations team (part of the 13-person Customer Experience team in Operations), develops specialists, drives operational performance and improves processes so partners and end customers receive a reliable experience. The salary is 46,000 to 56,000 euros per year.

Key responsibilities

• Handle operational escalations: work hands-on on Banking Operations tickets and take ownership of complex or escalated cases, resolving them promptly.
• Manage and coach Banking Operations Specialists, set clear expectations, give regular feedback and build a supportive, high-performing team.
• Monitor KPIs, quality and workload distribution, and oversee daily priorities and resource allocation.
• Identify bottlenecks and streamline processes, working with Product, AI, Compliance, Legal and other teams.
• Coordinate staffing, outsourced resources and workload distribution, and plan capacity against volume trends and SLAs.
• Represent Banking Operations in cross-functional discussions and escalate recurring issues.

Required profile

• 4+ years in customer support, banking operations or a similar field; previous team lead or supervisor experience preferred.
• Interest in coaching and developing others, with strong written and verbal English.
• Ability to balance daily execution with continuous improvement, and to lead teams through change.
• Understanding of workforce management and prioritisation; experience using operational data and KPIs.
• Experience in banking or FinTech strongly preferred.

Required skills

• Familiarity with ticketing tools, CRM software and AI capabilities in operational settings.
• Knowledge of Swan's products and tools, especially BODACC and account closure processes, including regulatory and compliance requirements.
• Experience with Zendesk and Forest is a plus.

What we offer

• 25 days of holiday plus RTT.
• Meal voucher card and a monthly mobility package.
• Health insurance (Alan).
• Discounts on sports and wellness subscriptions via Classpass.
• Mental health and wellness support through Moka Care.
• Hybrid remote option of 2 days per week.