Swap Commerce
Customer Support Specialist
Austin, Texas
Sponsorship not specifiedDetected 18 days ago
LogisticsCustomer SupportIntercomShopifyDemand Planning
About the role
- 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.
Responsibilities
- 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.
Requirements
- The only AI-native platform connecting backend operations with a forward-thinking storefront experience.
- Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence.
- 2-3+ years of experience in Customer Support, ideally in SaaS, e-commerce, logistics, or a similar fast-paced environment.
Nice to have
- Basic understanding of shipping carriers, customs requirements, or returns flows is a plus.
Skills
- Creating a culture of equality isn't just the right thing to do; it's also the smart thing.
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This listing is sourced directly from Swap Commerce's careers page and normalized into a canonical job model.