Product Support Specialist - LATAM

📋 Description

• Communicate with customers via Intercom; occasional video calls
• Own customer communications from first contact to resolution or escalation
• Become an encyclopedia of Swapcard knowledge for all user types/plans
• Ensure customers have a great experience; make the platform intuitive, reliable, fast
• Collaborate with Product to identify issues and propose solutions
• Identify Help Center gaps and document knowledge

🎯 Requirements

• 1-2 years of technical support experience
• Troubleshooting oriented with problem-solving focus
• Tech fundamentals plus tools: Slack, Notion, Intercom, JIRA, Gainsight
• Web technologies: HTML, CSS, JavaScript, APIs
• Strong customer focus and willingness to help customers
• Able to take action on feedback; strong communication
• Comfortable with KPIs or metrics

🎁 Benefits

• Remote-first policy with HQ in Paris
• International team with 40+ nationalities
• Generous Paid Time Off
• Remote perks and work-from-home budget
• Learning budget to develop new skills
• Health insurance fully paid by Swapcard