Product Support Specialist - EMEA (7 months contract)

About the role

Swapcard is an AI-powered event platform for in-person and hybrid events, and its Technical Support team educates and empowers customers worldwide. As a Product Support Specialist on a 7-month contract, you will own customer communications and issues from first contact until resolution, using Intercom conversations and occasional video calls. The role suits people who enjoy autonomous problem-solving and troubleshooting.

Key responsibilities

• Communicate with customers mainly through Intercom conversations, and occasionally by video call (e.g., webinars)
• Own customer communications and issues from initial contact until resolution, or escalate to the appropriate subject matter expert when needed
• Become an expert on how Swapcard works across user types and plans
• Work with the Success team to make the platform intuitive, reliable, bug-free and fast
• Work with Product teams to turn customer feedback into informed opinions on potential solutions
• Identify Help Center content gaps and record knowledge

Required profile

• Previous experience in a troubleshooting environment
• 1-2 years of technical support experience
• Strong customer focus and ability to take on and act on feedback
• Demonstrated success working with KPIs or other metrics/quotas

Required skills

• Solid understanding of tech fundamentals and modern tools (Slack, Notion, Intercom, JIRA, Gainsight)
• Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs, etc.)
• Strong problem-solving and critical thinking skills

What we offer

• Remote-first policy with headquarters in Paris
• Generous paid time off
• Health insurance contribution paid by the company
• Work-from-home budget, co-working space budget and learning budget
• Mental health care initiatives and in-person social gatherings