Our Mission
Our Vision
Our Beliefs
Missions and Scope
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
What do we look for?
Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!
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
Swapcard’s Interview process
Swapcard's Values
Benefits & Reasons to Join Swapcard
Equal Opportunity
Originally posted on Himalayas