Customer Support Specialist

Descripción del puesto

About Swap Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience. Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence. At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works. About the Role We’re looking for a reliable, organised, and empathetic Customer Support Specialist who thrives on helping merchants resolve issues quickly and effectively. You’ll be the frontline voice for our customers, providing guidance, troubleshooting platform questions, and ensuring every interaction reflects the high standard of service we promise. This role blends customer advocacy with light technical investigation: part problem-solver, part educator, and part communicator. You’ll work closely with our CX, Product, Ops, and Engineering teams to surface issues, improve workflows, and elevate the overall support experience. You’ll handle a wide variety of inquiries from shipping and order issues to account configuration and returns while contributing to the long-term growth of our Support organisation as Swap scales. Key responsibilities Respond to merchant inquiries across email, and dashboard channels with clarity and empathy. Troubleshoot issues related to returns, shipping, payments, and platform configuration. Investigate more complex cases escalated by the CX team. Collaborate cross-functionally with Product, Ops, Engineering, and Account Managers to resolve customer issues. Support merchants with account setup, onboarding questions, and best-practice guidance. Document recurring i