Product Support Specialist – Europe

Swapcard is the leading AI-powered event platform designed to drive revenue growth and foster meaningful connections at in-person and hybrid events. We recognize the importance of teamwork in successful events; that’s why Swapcard is fueled by a team of innovators who are passionate about helping organizers build future-proof events.

At Swapcard, we believe in the power of meaningful connections. This belief fuels our commitment to pioneering modern solutions that empower organizers to create engaging event experiences.

Guided by our commitment to excellence and collaboration, we aim to redefine the landscape of event technology, setting new standards for engagement, accessibility, and impact.

At Swapcard, diversity is at the core of our success. With 42 nationalities represented among our 180+ team members, we champion diversity as a catalyst for creativity, collaboration, and unparalleled innovation.

We believe that by embracing a multitude of backgrounds, cultures, and viewpoints, we can truly understand and cater to the needs of our global community of event organizers and participants.

Our full remote opportunities empower our team to thrive, no matter where they are in the world, fostering a culture of flexibility and inclusion.

The Services department plays a pivotal role in enhancing Swapcard’s competitive advantage through exceptional product support and human expertise. This is reflected by a consistent CSAT above 85% in the recent years. We serve both Enterprise and self-service clients with a range of services, including Customer Success Management, Support, and Professional and Onsite Services.

The event industry is undergoing a significant transformation due to economic, environmental, and technological shifts, and we are at the forefront of this evolution.

As a Product Support Specialist you will be in constant contact with clients via live conversations, emails or calls to help them roll out their events on Swapcard seamlessly.

Missions and Scope

• • Support event organizers before, during, and after their event set up
  • Run regular webinars for event organizers and exhibitors
  • Own automation of Starter plan onboarding
  • Identify Knowledge base gaps and assist by suggesting improvements and creating educational content
  • Assist with optimization of the AI chatbot by identifying repetitive questions our clients have
  • Support our clients by traveling to events depending on the business needs. This request will come with weeks of noticed and all travel expenses will be covered

What do we look for :

• • Prior experience in technical support, customer onboarding/implementation or project management
  • Experienced and/or interested in tech and events
  • Collaborative with the ability to work autonomously
  • Service-oriented & empathetic toward clients
  • Startup mindset – ready to learn, adapt and initiate quickly
  • Passionate, proactive, and involved
  • Optimistic and calm when under pressure
  • Fluency in English is a must to have + any other language is a bonus
  • Available to work on a weekend and flexible with working on shifts.

Our thorough interview process aims to identify exceptional talent to advance our mission while offering you a chance to explore your career potential at Swapcard.

1. Screening Interview with a recruiter from our people team.

2. A remote exercise to demonstrate and assess your skills.

3. Manager review with your future reporting manager

4. Leadership review with one of our department leaders

5. Reference check conducted by our people team

6. Offer

Curious: We ask questions and try new things. We embrace new experiences and love to learn from others. We are curious about what something is and WHY something is.

Open-minded: We welcome change as well as ideas and feedback from others. We welcome people as they are and learn from each other’s personal and professional experiences.

❤️ Human: No masking who we are. Empathy encourages a down-to-earth environment where we all feel comfortable and free to be human. Creating bonds makes it easier to share ideas, give feedback, and ask for help.

✊ Resilient: Our challenges in life have only made us stronger and wiser. We prefer the term “experiment” over “failure” because we always keep trying. We are solution-oriented and find innovative approaches to succeed.

Ambitious: Nothing is impossible. We’re always striving to get better, seize opportunities, and reach the top. We are encouraged to dream big and believe in ourselves.

– International team with 40+ nationalities (more on the way!)

– Remote-first policy with headquarters in Paris

– Thriving startup with career growth opportunities

– Open-minded culture that appreciates differences

– Feedback-driven, supportive & curious team with a DIY mindset

– Generous Paid Time Off to ensure you have time for what matters most ❤️

– Remote perks designed to optimize your working experience

– In-person social gatherings to celebrate our achievements ️

– 100% of your health insurance contribution paid by Swapcard

– Work-from-home budget (one-off contribution for equipment in addition to your initial equipment setup) ️

– Co-working space budget to support remote work in professional environments

– Learning budget to help you develop new and existing skills

– Mental health care initiatives to support your well-being

Swapcard is committed to upholding equal employment practices and making merit-based employment decisions. We welcome individuals from all backgrounds, abilities, and experiences to apply, regardless of race, nationality, religion, sexual orientation, gender identity, pregnancy status, age, marital status, and status as a veteran