---
title: 'Customer Support Specialist at Swap'
canonical: 'https://feeny.ai/job/customer-support-specialist-swap-london-8hmds39mp8ey'
type: 'job'
last_seen: '2026-09-24'
---

# Customer Support Specialist at Swap

- **Company:** Swap
- **Location:** London, United Kingdom
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-22
- **Last confirmed live:** 2026-09-24
- **Apply:** https://jobs.ashbyhq.com/swap/ec0d9772-8880-47ce-af54-bd19310ae526

## Job description

## 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 centralises 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 looking for a reliable, organised, and empathetic Customer Support Specialist who thrives on helping merchants resolve issues quickly and effectively. You’ll be the frontline voice for our customers, providing guidance, troubleshooting platform questions, and ensuring every interaction reflects the high standard of service we promise. This role blends customer advocacy with light technical investigation: part problem-solver, part educator, and part communicator. You’ll work closely with our CX, Product, Ops, and Engineering teams to surface issues, improve workflows, and elevate the overall support experience. You’ll handle a wide variety of inquiries from shipping and order issues to account configuration and returns while contributing to the long-term growth of our Support organisation as Swap scales.

## Key responsibilities

- Respond to merchant inquiries across email, and dashboard channels with clarity and empathy.
- Troubleshoot issues related to returns, shipping, payments, and platform configuration.
- Investigate more complex cases escalated by the CX team.
- Collaborate cross-functionally with Product, Ops, Engineering, and Account Managers to resolve customer issues.
- Support merchants with account setup, onboarding questions, and best-practice guidance.
- Document recurring issues and help refine internal processes to improve response times and accuracy.
- Maintain and update internal and external Knowledge Base articles.
- Act as a liaison between merchants and internal teams to ensure feedback is captured and acted upon.

What we would like to see:

- 2-3+ years of experience in Customer Support, ideally in SaaS, e-commerce, logistics, or a similar fast-paced environment.
- Strong troubleshooting skills and the ability to break down problems clearly.
- Familiarity with e-commerce platforms (Shopify, BigCommerce, WooCommerce).
- Basic understanding of shipping carriers, customs requirements, or returns flows is a plus.
- Empathy, patience, and a calm approach to challenging conversations and ability to multitask, prioritise, and stay organised.
- Comfortable collaborating with multiple internal teams and escalating issues when needed.
- Curiosity and willingness to learn new tools and processes quickly.
- Experience with Intercom or similar support platforms is a bonus.

What Success Looks Like

- Merchant issues are resolved quickly, accurately, and with excellent communication.
- Customers feel confident, supported, and understood after interacting with Support.
- Clear documentation and better processes reduce ticket volume over time.
- You become a trusted specialist in one or more areas of our platform.
- Trends you surface contribute to product improvements and broader operational efficiency.

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.

## About Swap

## Company Overview
- **One-liner**: Swap provides an AI-led, agentic storefront platform that guides shoppers from product discovery to virtual try-on and checkout in a single, seamless journey.
- **Entity Type**: Private (Series C)
- **Headquarters**: London, United Kingdom
- **Founded**: 2022
- **Founders**: Sam Atkinson (Co-Founder & CEO), Zach Bailet (Co-Founder)

## Core Business
- **Primary industry**: Agentic Commerce / Ecommerce Solutions / Software Development
- **Target customers**: B2B, serving 700+ global retail and ecommerce brands
- **Mission or purpose**: To replace static ecommerce websites with an AI-powered, conversational storefront that revolutionizes how consumers shop, from discovery to delivery.

## Products & Services
- **Agentic Storefront**: An AI-led storefront that replaces static websites. It guides shoppers through product discovery, outfit building, and checkout using chat or voice, and includes virtual try-on (VTO) to reduce returns.
- **Unified Commerce OS**: A backend platform that powers the full journey from discovery to checkout, fulfillment, and delivery, unifying logistics, returns, payments, and tax on a global scale.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Total Funding of $170M (Series C led by ICONIQ and DST Global)
- **Notable Investors/Partners**: ICONIQ Capital, DST Global, Cherry Ventures, QED Investors
- **Growth Signals**: Trusted by 700+ brands; 250+ employees across 5 global hubs; named a Fast Company Top 10 Most Innovative Company and LinkedIn’s Top 5 Startups of 2025; 108.5% yearly headcount growth.

## Competitive Advantages
- **First-mover in agentic commerce**: Replaces static storefronts with an AI agent that captures real-time customer intent and keystroke-level first-party data.
- **Proven performance metrics**: Claims 2x conversion rates, 3x time on site, and up to 20% reduction in returns via virtual try-on.
- **End-to-end platform**: Unifies logistics, returns, payments, and tax globally, simplifying cross-border operations for brands.

## Strategic Focus
- **Global expansion**: Scaling across the U.S. and Europe with new hubs in New York, Austin, Amsterdam, and Tel Aviv.
- **Platform deepening**: Continuing to build the "agentic commerce OS" to handle the entire commerce lifecycle, from discovery to delivery.
- **Data and AI leadership**: Leveraging first-party data to personalize shopping and reduce friction, with a focus on AI-led innovation.

## Why Work Here
- **Culture**: Described as fast-paced, ownership-driven, and collaborative. Values include "Build it. Own it.", "Act fast", "Progress through innovation", and "Win together."
- **Work Environment**: Hybrid/flexible work model with hubs in London, New York City, Austin, Amsterdam, and Tel Aviv.
- **Notable Perks**: Competitive salary and equity, generous annual leave, pension contributions, enhanced parental leave, health & wellness benefits, birthday leave, weekly team breakfasts, and regular team socials.
- **Engineering Culture**: Practical interview process with a focus on real-world problem-solving; "Ideas ship, responsibility comes early, and everyone shapes the platform."
- **Growth Trajectory**: Rapidly scaling company (108% YoY headcount growth) backed by top-tier investors, offering significant ownership and impact.

## Sources
1. [swap-commerce.com](https://www.swap-commerce.com/)
2. [swap-commerce.com/careers](https://www.swap-commerce.com/careers)
3. [LinkedIn - Swap](https://uk.linkedin.com/company/sw-ap)
4. [Companies House - Swap Commerce Ltd](https://find-and-update.company-information.service.gov.uk/company/13674425)
5. [Tracxn - Swap Profile](https://tracxn.com/d/companies/swap/__dQoqpXzzF0ONkZ4zLUsbWuCfW2kLFSxRv5Dg5xBLN0k)

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