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- Tasks: Help merchants troubleshoot issues and enhance their experience with our platform.
- Company: Join Swap, a fast-growing commerce platform revolutionising post-purchase experiences.
- Benefits: Enjoy hybrid work flexibility, competitive salary, and opportunities for professional growth.
- Why this job: Tackle exciting technical challenges while making a real difference for global brands.
- Qualifications: 2-3 years in Technical Customer Support with strong knowledge of APIs and e-commerce platforms.
- Other info: Collaborate with talented teams and contribute to improving support functions.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Location: London (Hybrid, 2-3 Days/Week in Tottenham Office)
Team: Ops - Customer Support
Reports to: Head of Support
About Swap: Swap is the all-in-one commerce platform powering seamless post-purchase experiences for global brands. From returns and disputes to shipping and customs, Swap helps merchants simplify the messy middle of commerce.
We’re scaling quickly and looking for a Technical Support Specialist to help merchants troubleshoot issues, understand the platform, and get the most value out of Swap. You’ll work closely with our CX, Product, and Engineering teams to keep merchants moving and make our support function even better.
The Role: We’re seeking a reliable, organised, and technically minded Support Specialist who enjoys problem-solving and delivering great customer experiences. You’ll handle technical questions from merchants, investigate issues across our platform, and help ensure merchants get fast, accurate resolutions. This role blends customer support with light technical investigation: part troubleshooting, part educator, part translator between merchants and our product/engineering teams.
You’ll work on a wide variety of workflows, from reviewing API logs to helping merchants understand customs docs and you’ll be a key contributor to improving the support function as we grow.
What You’ll Do:
- Investigate technical issues escalated from our CX team.
- Review API logs, webhook events, and internal monitoring tools.
- Act as a Tier 2 escalation point for issues such as:
- API errors
- Webhook failures
- Customs or documentation questions
- Stripe disputes
- Carrier claims (lost/damaged parcels)
- Label regeneration & shipping rule misconfigurations
Requirements:
- 2–3+ years in Technical Customer Support, ideally in SaaS, e‑commerce, or logistics.
- Strong working knowledge of:
- APIs & webhooks (authentication, error codes, debugging)
- E‑commerce platforms (Shopify, BigCommerce, WooCommerce)
- Payments & disputes (Stripe or similar)
- Shipping & logistics (carriers, customs docs, duties/taxes)
Nice to Have:
- Experience in a startup/scale‑up environment.
- Familiarity with support tools like Intercom, Linear, or Jira.
- Knowledge of customs regulations, HS codes, duties/taxes.
- Ability to scope or recommend technical solutions (integrations/customisations).
What Success Looks Like:
- Merchant issues are resolved quickly, accurately, and with great communication.
- Documentation and internal tooling become easier for the rest of the team to use.
- You become the go‑to person for one or more technical areas.
- Insights you surface help improve product quality and reduce future issues.
- Merchants feel confident and supported after technical escalations.
Why Join Swap: Be part of a fast‑growing scale‑up tackling the toughest challenges in commerce. Work on high‑impact technical problems that directly improve merchant experience. Collaborate with talented teammates across Support, Product, and Engineering. Enjoy hybrid flexibility: 2-3 days per week in our Tottenham office.
Technical Support Specialist employer: Swap
Contact Detail:
Swap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Specialist
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, or join online forums. The more connections we make, the better our chances of landing that Technical Support Specialist role at Swap.
✨Tip Number 2
Prepare for those interviews by brushing up on your technical knowledge. Make sure we can confidently discuss APIs, webhooks, and e-commerce platforms. Show them we know our stuff and can communicate it clearly!
✨Tip Number 3
Don’t forget to showcase our problem-solving skills! During interviews, share examples of how we’ve tackled technical issues in the past. This will highlight our ability to handle escalations and support merchants effectively.
✨Tip Number 4
Apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can tailor our approach to what Swap is looking for in a Technical Support Specialist.
We think you need these skills to ace Technical Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Support Specialist role. Highlight your experience with APIs, e-commerce platforms, and customer support. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for problem-solving and how you can contribute to our team. Don’t forget to mention any relevant experience in SaaS or logistics that makes you a great fit.
Show Off Your Communication Skills: Since this role involves explaining technical concepts clearly, make sure your application reflects your communication skills. Use clear language and structure your thoughts well. We love a good communicator!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and we’ll be able to track your application better. Plus, it shows you’re serious about joining us at Swap!
How to prepare for a job interview at Swap
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of APIs, webhooks, and e-commerce platforms like Shopify and BigCommerce. Be ready to discuss how you've tackled technical issues in the past and how you can apply that experience to help merchants at Swap.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've resolved complex customer issues before. Think about specific scenarios where you had to troubleshoot or educate customers, and be ready to explain your thought process during the interview.
✨Communicate Clearly and Confidently
Since this role involves translating technical jargon for merchants, practice explaining complex concepts in simple terms. You might even want to do a mock interview with a friend to get comfortable with your communication style.
✨Demonstrate Your Organisational Skills
Be prepared to discuss how you manage your time and prioritise tasks in a fast-paced environment. Share any tools or methods you use to stay organised, as this will show that you're ready to handle the demands of the role.
