Freelance Customer Support Specialist

About the role

We are seeking an experienced Freelance Customer Support Specialist to provide high‑quality support to Swan’s partners and end customers, handling tickets from first contact to resolution while meeting service level agreements.

Key responsibilities

• Respond to partner and end‑customer inquiries through the designated ticketing system.
• Take end‑to‑end ownership of assigned cases, ensuring timely follow‑up, clear communication, and efficient resolution within SLAs.
• Handle internal escalations and route sensitive, high‑risk, or complex cases to the appropriate teams.
• Follow all applicable SOPs, security requirements, data‑protection standards, and compliance procedures.
• Identify recurring customer issues, contribute to root‑cause analyses, and recommend operational or product improvements.
• Contribute to the maintenance of internal knowledge resources, including SOPs and training materials.
• Identify opportunities to simplify repetitive tasks and support process‑improvement and automation initiatives.
• Collaborate effectively with CX colleagues, BPO teams, and other internal stakeholders.

Required profile

• Strong written and verbal communication skills in English and French.
• At least 3 years of experience in customer support, preferably in fintech, banking, or another regulated environment.
• Organized, detail‑oriented, and comfortable prioritising multiple requests.
• Enthusiastic about automation, process improvement, and eliminating recurring problems.

Required skills

• English language proficiency.
• French language proficiency.