Product Support Specialist – Americas
Join our team at Swapcard as a Product Support Specialist in the Americas. You will help educate and empower our customers worldwide, working autonomously and solving problems to ensure the best experience on our AI‑powered event platform.
Mission
Swapcard is the leading AI‑powered event platform designed to drive revenue growth and foster meaningful connections at in‑person and hybrid events. We recognize the importance of teamwork in successful events; that's why Swapcard is fueled by a team of innovators who are passionate about helping organizers build future‑proof events.
Vision
At Swapcard, we believe in the power of meaningful connections. This belief fuels our commitment to pioneering modern solutions that empower organizers to create engaging event experiences. Guided by our commitment to excellence and collaboration, we aim to redefine the landscape of event technology, setting new standards for engagement, accessibility, and impact.
Beliefs
At Swapcard, diversity is at the core of our success. With 42 nationalities represented among our 180+ team members, we champion diversity as a catalyst for creativity, collaboration, and unparalleled innovation. We believe that by embracing a multitude of backgrounds, cultures, and viewpoints, we can truly understand and cater to the needs of our integral community of event organizers and participants. Our full remote opportunities empower our team to thrive, no matter where they are in the world, fostering a culture of flexibility and inclusion.
Missions and Scope
- Communicate efficiently and effectively with our customers – we use Intercom conversations for most of our support, and also talk to customers via video calls and webinars.
- Own customer communications and issues from initial contact until resolution, or escalation to the appropriate SME when needed.
- Become an encyclopedia of knowledge about how Swapcard works and what it is capable of for all user types and plans.
- Be responsible, along with the Success team, to ensure that all customers have a great experience with our platform – ensuring Swapcard is intuitive, reliable, bug‑free, and fast.
- Work directly with Product teams to identify current issues and, synthesizing diverse feedback from our customers, offer informed opinions on potential solutions.
- Continuously identify Help Center content gaps and record knowledge.
What do we look for
- We’re looking for candidates who embrace an imperfect fit and encourage applicants to apply even if they don’t tick every box.
- Previous experience working in a troubleshooting environment.
- 1–2 years of technical support experience in English.
- Solid understanding of tech fundamentals and modern tools (Slack, Notion, Intercom, JIRA, Gainsight).
- Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs, etc.).
- Ability to troubleshoot and utilize resources to answer baseline questions.
- Strong customer focus – excels at and enjoys helping customers.
- Ability to take on feedback and act upon it.
- Strong communication skills, including questioning, clarifying, empathizing, using appropriate tone and language, personable.
- Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency.
- Strong problem‑solving skills – critical thinking and learning on the fly.
- Demonstrated success working with KPIs or other metrics/quotas.
Interview Process
- Screening interview with a recruiter from the people team.
- A remote exercise to demonstrate and assess your skills.
- Manager review with your future reporting manager.
- Leadership review with one of our department leaders.
- Reference check conducted by the people team.
- Offer.
Values
Curious – We ask questions, try new things and take risks. We learn from one another and see mistakes as opportunities to grow.
Value‑Driven – We focus on making each decision count by prioritising outcomes that create meaningful value for customers, team members, and partners.
Human – Being human means fostering empathy, openness, and diversity to create a caring and collaborative community.
Resilient – We embrace challenges with optimism, creativity, and adaptability.
Ownership – We take responsibility and are accountable for our actions, driving success through initiative, trust, and accountability.
Benefits & Reasons To Join Swapcard
- International team with 40+ nationalities (more on the way!).
- Remote‑first policy with headquarters in Paris.
- Thriving startup with career growth opportunities.
- Open‑minded culture that appreciates differences.
- Feedback‑driven, supportive & curious team with a DIY mindset.
- Generous Paid Time Off to ensure you have time for what matters most.
- Remote perks designed to optimise your working experience.
- In‑person social gatherings to celebrate our achievements.
- 100% health insurance contribution paid by Swapcard.
- Work‑from‑home budget for equipment.
- Co‑working space budget for remote work.
- Learning budget to develop new and existing skills.
- Mental health care initiatives to support your well‑being.
Equal Opportunity
Swapcard is committed to upholding equal employment practices and making merit‑based employment decisions. We welcome individuals from all backgrounds, abilities, and experiences to apply, regardless of race, nationality, religion, sexual orientation, gender identity, pregnancy status, age, marital status and status as a veteran.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Seniority level
- Not Applicable
Employment type
- Full‑time
Job function
- Other
Industries
- Software Development
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