Customer Support Specialist
Core
Frontline support specialist resolving merchant issues across shipping, returns, payments, and platform configuration via email and dashboard.
Role type
Customer Support Specialist (SaaS/E-commerce)
Builds
Support operations for Swap's agentic commerce platform serving global merchants
Domain
E-commerce, Logistics, Cross-border commerce
Deliverable
client delivery
Required skills
Troubleshooting, empathy, multitasking, prioritization, cross-functional collaboration, documentation, knowledge base management, SaaS support experience
Preferred skills
E-commerce platform familiarity (Shopify, BigCommerce, WooCommerce), shipping/customs/returns knowledge, Intercom experience
Technologies
Intercom, Email, Dashboard channels
Responsibilities
Respond to merchant inquiries via email and dashboard; troubleshoot returns, shipping, payments, and configuration issues; investigate escalated complex cases; collaborate with Product, Ops, and Engineering; support account setup and onboarding; document recurring issues; maintain knowledge base articles; act as liaison between merchants and internal teams
Seniority
Mid-level, hands-on IC
