Swap
About Swap
Swap is the infrastructure behind modern agentic commerce. The only AI‑native platform connecting backend operations with a forward‑thinking storefront experience.
Built for brands that want to sell anything—anywhere, Swap centralizes global operations, powers intelligent workflows, and unlocks margin‑protecting decisions with real‑time data and capability. 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.
At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.
About 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. You’ll work closely with our CX, Product, and Engineering teams to keep merchants moving and make our support function even better.
Key responsibilities
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
Become a subject‑matter expert (SME) in a product area (e.g., Automations, APIs, Integrations)
Work cross‑functionally with Product, R&D, Account Managers, CSMs, and Ops to troubleshoot merchant issues
Join merchant calls when a technical specialist is needed for clarification or support
Create and maintain documentation, internal guides, and Knowledge Base articles
Contribute to process improvements that help reduce ticket volume and improve the support experience
What we would like to see
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)
Excellent communication skills – able to explain technical concepts clearly
Proficiency with tools such as SQL, Postman, JavaScript, JSON, Shopify, or basic HTML/CSS
Empathetic and solution‑oriented approach to customer interactions
Ability to manage escalations and coordinate with multiple teams
Strong organisational and time‑management skills in a fast‑paced environment
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
Benefits
Competitive base salary
Stock options in a high‑growth startup
Competitive PTO with public holidays additional
Private Health
Pension
Wellness benefits
Diversity & Equal Opportunities We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn’t just the right thing to do; it’s also the smart thing.
#J-18808-Ljbffr
Built for brands that want to sell anything—anywhere, Swap centralizes global operations, powers intelligent workflows, and unlocks margin‑protecting decisions with real‑time data and capability. 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.
At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.
About 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. You’ll work closely with our CX, Product, and Engineering teams to keep merchants moving and make our support function even better.
Key responsibilities
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
Become a subject‑matter expert (SME) in a product area (e.g., Automations, APIs, Integrations)
Work cross‑functionally with Product, R&D, Account Managers, CSMs, and Ops to troubleshoot merchant issues
Join merchant calls when a technical specialist is needed for clarification or support
Create and maintain documentation, internal guides, and Knowledge Base articles
Contribute to process improvements that help reduce ticket volume and improve the support experience
What we would like to see
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)
Excellent communication skills – able to explain technical concepts clearly
Proficiency with tools such as SQL, Postman, JavaScript, JSON, Shopify, or basic HTML/CSS
Empathetic and solution‑oriented approach to customer interactions
Ability to manage escalations and coordinate with multiple teams
Strong organisational and time‑management skills in a fast‑paced environment
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
Benefits
Competitive base salary
Stock options in a high‑growth startup
Competitive PTO with public holidays additional
Private Health
Pension
Wellness benefits
Diversity & Equal Opportunities We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn’t just the right thing to do; it’s also the smart thing.
#J-18808-Ljbffr