Customer Support Specialist

Swap•Austin, TX

About The Position

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.

Requirements

2-3+ years of experience in Customer Support, ideally in SaaS, e-commerce, logistics, or a similar fast-paced environment.
Strong troubleshooting skills and the ability to break down problems clearly.
Familiarity with e-commerce platforms (Shopify, BigCommerce, WooCommerce).
Empathy, patience, and a calm approach to challenging conversations and ability to multitask, prioritise, and stay organised.
Comfortable collaborating with multiple internal teams and escalating issues when needed.
Curiosity and willingness to learn new tools and processes quickly.

Nice To Haves

Basic understanding of shipping carriers, customs requirements, or returns flows is a plus.
Experience with Intercom or similar support platforms is a bonus.

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 issues and help refine internal processes to improve response times and accuracy.
Maintain and update internal and external Knowledge Base articles.
Act as a liaison between merchants and internal teams to ensure feedback is captured and acted upon.