Technical Support Specialist

Location

London (Hybrid, 2-3 Days/Week in Tottenham Office)

Ops - Customer Support

Head of Support

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.

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.

• 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.
• Identify recurring issues and share insights with Product/Engineering.
• Contribute to process improvements that help reduce ticket volume and improve the support experience.

• 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, Big Commerce, Woo Commerce)
  • Payments & disputes (Stripe or similar)
  • Shipping & logistics (carriers, customs docs, duties/taxes)
• Excellent communication skills - able to explain technical concepts clearly.
• CRM tools like Zendesk or Intercom.
• 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.

• 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).

• 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.

• 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.