Company Say hello to the ecommerce OS.Swap is a leading software provider dedicated to empowering e-commerce brands with innovative, data-driven solutions. Our cutting-edge platform helps online retailers optimise their operations, enhance customer experiences, and drive growth. We are committed to fostering a collaborative and inclusive work environment where creativity and innovation thrive.Role DescriptionWe are looking for a hands Customer Support Specialist who will be the point of contact for our clients. This role will involve providing the highest level of support, ensuring customer satisfaction, effective communication as well as delivering exceptional customer service, and troubleshooting issues as they arise.ResponsibilitiesInvestigating queries and providing solutions and feedbackEscalating queries to relevant specialists where requiredResponding to customs information request emails with relevant informationInvestigating shipment issues and liaising with shipping carriersSubmitting lost shipment claimsCreating shipping carrier labelsSubmitting customs documentation to shipping carriersContinuously updating your knowledge base on our product and staying informed about product updates and changesChange Management- Due to the nature of the business, new query types and and support areas will be faced on an ongoing basis as well as some manual tasksRequirementsCustomer Support / Customer Service skillsHybrid (3 days in our Holborn office)Strong communication abilitiesProblem-solving and Troubleshooting skillsAbility to prioritise and manage multiple tasksExperience in a similar role is preferredExcellent interpersonal skillsAttention to detail and accuracyKnowledge of ecommerce operations is a plusWhat we offerCompetitive salary and employee share optionsCompetitive holiday allowance (plus public holidays)Flexible working hoursAccelerate your learning potential working at a high-growth startupThe opportunity to work with a stellar team all around the worldDiversity & Equal OpportunitiesWe 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.