Product Support Specialist

2 days ago Be among the first 25 applicants Our Mission Swapcard is the leading AI-powered event platform designed to drive revenue growth and foster meaningful connections at in-person and hybrid events. We recognize the importance of teamwork in successful events; that's why Swapcard is fueled by a team of innovators who are passionate about helping organizers build future‑proof events. Our Vision At Swapcard, we believe in the power of meaningful connections. This belief fuels our commitment to pioneering modern solutions that empower organizers to create engaging event experiences. Guided by our commitment to excellence and collaboration, we aim to redefine the landscape of event technology, setting new standards for engagement, accessibility, and impact. Our Beliefs At Swapcard, diversity is at the core of our success. With 42 nationalities represented among our 180+ team members, we champion diversity as a catalyst for creativity, collaboration, and unparalleled innovation. We believe that by embracing a multitude of backgrounds, cultures, and viewpoints, we can truly understand and cater to the needs of our global community of event organizers and participants. Our full remote opportunities empower our team to thrive, no matter where they are in the world, fostering a culture of flexibility and inclusion. Technical Support Team Overview The Technical Support team is responsible for educating and empowering Swapcard customers on a global level. Our job starts even before they become our customers: as soon as they visit Swapcard’s website, we are there to guide them through conversations every step of the way to ensure they get the most value out of our product. This team is the right fit for everyone who loves autonomous problem‑solving and troubleshooting, with the end goal of empowering our customers to reach their objectives, maximize their experience with our platform, and address any challenges with our product. This is not a springboard into other areas or jobs at Swapcard, but this is a great role for those who are looking to be part of our support team for a while and who are excited about growing alongside Swapcard. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they’re encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers. 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 in English 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 Screening interview with a recruiter from our people team A remote exercise to demonstrate and assess your skills Manager review with your future reporting manager Leadership review with one of our department leaders Reference check conducted by our people team Offer Swapcard's Values