Analyst, Customer Support

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

This organization is the only unified payments and financial platform for global businesses. Powered by its unique combination of proprietary infrastructure and software, it empowers over 200,000 businesses worldwide with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.

Proudly founded, this organization has a team of over 2,000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors, this organization is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us.

Attributes We Value

The company hires successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. Candidates bring strong role-related expertise and sharp thinking, and are motivated by the organization's mission and operating principles. They move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.

Candidates are humble and collaborative; turn zero‑to‑one ideas into real products, and they “get stuff done” end-to-end. They use AI to work smarter and solve problems faster. Here, individuals will tackle complex, high‑visibility problems with exceptional teammates and grow their careers as the future of global banking is built. If that sounds like you, let’s build what’s next.

About the Team

The Operations team ensures the smooth and efficient functioning of the organization's services and processes. The team focuses on optimizing workflows, improving operational efficiency, and delivering exceptional customer support. By streamlining operations and implementing best practices, the team helps drive the company's growth and maintain high service standards. This team is dedicated to providing a seamless experience for customers and supporting the organization’s mission to empower businesses globally.

What You’ll Do

The organization is looking for a dedicated, empathetic team member to join as a Customer Support Representative to serve its US customer base, specializing in payments and physical card operations. Proactive, high-energy individuals who have a passion for delivering a seamless customer experience, and who enjoy working in a fast-paced environment are sought. Individuals who prove themselves will have ample room for professional growth as the organization continues to scale rapidly!

Please note: Support is provided during US business hours. The shift for this role will be 9am to 6pm Eastern, Monday through Friday.

Responsibilities:

• Own the full lifecycle of support issues raised by high value customers
• Troubleshoot and resolve complex customer inquiries with effective problem-solving skills, all while providing complete and accurate information
• Coordinate with cross-functional teams as needed for incident communication and resolution
• Become a subject matter expert on the organization’s functionality and features
• Maintain high-performance metrics including customer satisfaction, response time, resolution rate, efficiency, and quality

Who You Are

• You love communicating with customers – you must be passionate about working directly with customers, listening to what they need, and explaining the benefits of the organization.
• You’re focused on a great customer experience – you’re empathetic, transparent, and always try to resolve issues as quickly as you can and in the best possible manner.
• You’re a great communicator on the phone and via email – you’re able to articulate complex concepts in a way that’s easy to understand.
• You’re a multi-tasker – you’re able to prioritize your time and tasks effectively, have the ability to pick up new processes and systems quickly, and have a keen eye for detail.
• You’re a great team player – you’ll be working with people across diverse global offices and will need to work collaboratively with them to solve problems.
• You’re a problem solver – you love to find solutions, are a critical thinker, and have a demonstrated history of working with and understanding complex systems.

Minimum Qualifications:

• 1+ years of customer service or technical support experience
• Spanish speaking a plus
• Excellent verbal and written communication skills in English required
• Adaptability and resilience for handling complex interactions and frequent change
• Fintech experience a plus

Compensation$70K – $100K • Offers Equity • Offers Bonus

The organization promotes fair compensation practices in accordance with applicable federal, state, and local law.

The actual compensation offered to a candidate will be dependent upon multiple factors, including but not limited to relevant experience, skills and other qualifications, geographic location as noted, internal equity, and other external market factors.

Certain roles may be eligible for other compensation including, but not limited to, annual bonuses, commissions, RSUs, or other forms of compensation in addition to the established salary range.

Benefits may vary depending on the nature of employment and work location. US-based employees are eligible to participate in medical, dental, and vision insurance, a 401(k) plan, short-term and long-term disability, basic life insurance, and well-being benefits. US-based employees also receive 20 paid days of vacation and 12 paid days of company holidays in a calendar year.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.