Customer Success Specialist

About this role

What is Swap?  

Swap is the reverse logistics platform built for e-commerce. We are remote first, with a small and vibrant team brimming with ideas on to make life easier for our e-commerce clients

What we do 

We take away the problem of returns for our customers. We do this by improving their return process, helping retain additional revenue and providing innovative finance solutions to offset the negative impact returns have on our customers business

Your role

 Your goal is to make our merchants successful. To do this you will:

·     Help drive customer retention, engagement and product value among our merchants

·     You will also be tasked with learning Swap’s product roadmap in detail and updating our merchants on upcoming releases

·     Quickly respond and interact with our merchants and their end customers by answering inquiries, concerns and requests aboutSwap’s product

·     Improve and own our processes end to end including onboarding to bi-monthly check-ins with our clients

·     Manage our customer facing chat portal and troubleshoot technical queries

·     Create how to guide’s for our merchants

·     Support on managing our relationship with our shipping carriers and our international shipments passing through customs


Your benefits 

We’re a remote-first company with a suite of benefits to suit you

·     A meaningful equity stake in Swap. As one of our early team members you will get a real stake in the company you are helping to build

·     Work from anywhere in the world. We are headquartered in London but have team members acrossAmerica, South America and Europe

·     Vacation.30 days paid leave

·     Tech stack: Get the kit you need to do your job, on us with a budget of up to £2k


swap commerce ecommerce returns dashboard
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