Product Support Specialist

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Efficiently and effectively communicating with our customers - we primarily utilize Intercom conversations for support, but you will also engage with customers through video calls occasionally (such as webinars).

• Taking ownership of customer communications and issues from the initial contact to resolution, or escalating to the appropriate Subject Matter Expert when necessary.

• Becoming a comprehensive source of knowledge regarding how Swapcard operates and what it offers for all user types and plans.

• Collaborating with the Success team to ensure that every customer has an excellent experience with our platform - a key aspect of this role is making Swapcard as intuitive, reliable, bug-free, and fast as possible.

• Working closely with Product teams to identify current issues and, by synthesizing the diverse feedback received from our customers, providing informed suggestions on potential solutions.

• Continuously identifying gaps in Help Center content and documenting knowledge.

⛳️ Requirements

• Prior experience in a troubleshooting environment.

• 1-2 years of experience in technical support.

• Strong understanding of tech fundamentals and modern tools (Slack, Notion, Intercom, JIRA, Gainsight).

• Familiarity with web technologies and concepts (HTML, CSS, JavaScript, APIs, etc.).

• Capability to troubleshoot and utilize resources to answer questions on basic topics.

• A strong customer focus (excels at and enjoys assisting customers).

• Ability to accept and act on feedback.

• Excellent communication skills (ability to question, clarify, empathize, use appropriate tone and language, and be personable).

• Enthusiasm for a support environment that constantly experiments with workflows and automation to enhance efficiency.

• Strong problem-solving skills (capacity to think critically and learn quickly).

• Proven success in working with Key Performance Indicators (KPIs) or other metrics/quotas.

🏝️ Benefits

• International team with over 40 nationalities (and more on the way!) 🌍

• Remote-first policy with headquarters located in Paris 🗼

• Dynamic startup with opportunities for career growth 🪴

• Open-minded culture that values diversity 👽

• Supportive, feedback-oriented, and curious team with a DIY mindset 🤔 🛠

• Generous Paid Time Off to ensure you have time for what truly matters ❤️🏡

• Remote perks aimed at optimizing your working experience 🎁

• In-person social events to celebrate our achievements 🏝️

• 100% of your health insurance contributions covered by Swapcard 🏥

• Work-from-home budget (one-time contribution for equipment in addition to your initial setup) 🖇️

• Co-working space budget to facilitate professional remote work environments 💼

• Learning budget to support the development of new and existing skills 🤓

• Mental health care initiatives to enhance your well-being 🧘