Customer Support Team Supervisor - Banking Ops

Swan is Europe’s embedded banking specialist. We empower software companies to embed banking features like accounts, cards, and payments directly into their products, under their own brand.Swan processes over €2.5 billion in monthly transactions for more than 150 companies - like Pennylane, Indy, Agicap, Libeo, and Lucca.

Founded in 2019, the company has received growth capital from leading investors such as Lakestar, Accel, Creandum, Bpifrance and Eight Roads. Swan is a principal member of Mastercard and a licensed financial institution, regulated by the French banking authority (ACPR).

Banking belongs in business software

Many software companies already serve small businesses incredibly well: helping them send invoices, run payroll, manage inventory, and more. They’re on a mission to become the central hub for managing every aspect of business life.

But when it comes to financial workflows, there’s still a gap. Too many critical tasks like managing cash flow, tracking payments, or reconciling accounts happen outside the software, across spreadsheets, email threads, banking portals.

It’s a missed opportunity. Business software shouldn’t just record financial activity — it should run it.

✨ Main tasks

People Management

• Team Leadership: Manage, coach, and develop Banking Operations Specialists, providing regular feedback and clear expectations.

• Team Culture: Foster an accountable, collaborative, and supportive environment where team members can grow and perform at their best.

Operational Performance & Continuous Improvement

• KPI & Quality Management: Monitor individual and team performance, identify skill gaps, and use data-driven coaching to improve results while maintaining high quality standards. Monitor outsourced operations against contractual SLAs and performance expectations.

• Process & Product Expertise: Possess strong knowledge of Swan's products, operational processes, and tools, particularly BODACC and account closure processes, including relevant regulatory and compliance requirements. Support the team with complex questions and escalations.

• Continuous Improvement: Identify recurring bottlenecks and implement practical improvements to processes, tools, documentation, and daily workflows.

• Cross-Functional Collaboration: Represent Banking Operations when working with Product, AI, Compliance, Legal, and other teams, escalating recurring issues and contributing to root-cause resolution.

• Escalation Resolution: Dedicate ~50%-60% of your time to Banking Operations ticket volume, including acting as the subject matter expert to resolve escalations and complex scenarios.

Workforce Management

• Daily Operations: Coordinate staffing, outsourced resources, workload distribution, and real-time prioritization to meet SLAs.

• Capacity Planning: Monitor volume trends and upcoming initiatives to anticipate capacity risks and provide input into staffing decisions.

• Operational Monitoring: Use data to identify performance risks and adjust priorities and resources accordingly.

✨ KPIs you’ll manage

• Time to First Response

• Iteration Time

• CSAT

• OTIF (On-Time, In-Full)

• Quality

✨ Curious about your future team?

Banking Operations is one of two groups within the Customer Experience team. Its L2 Specialists are a key point of contact for partners and end customers seeking support with banking operations.

The team's main activities involve account closures and actions related to judicial events. It works closely with Risk, Compliance, Product, Legal, AI, Ops Excellence, Data, KYC, and TXM.

• Relevant Experience: 4+ years in customer support, banking operations, or a similar field. Previous experience as a team lead, supervisor, or in an equivalent informal leadership role is preferred.

• People Management: A genuine interest in coaching and developing others, with the ability to set expectations, deliver candid feedback, and make fair decisions.

• Communication: Strong written and verbal English skills, with the ability to communicate clearly, adapt your style to different audiences, and translate operational goals into actionable guidance.

• Operational Leadership: Ability to balance daily execution with continuous improvement, staying close to operational details while maintaining a broader perspective.

• Change Management: Ability to lead teams through change with clarity and empathy, explain the rationale behind new processes, and support their adoption while maintaining performance.

• WFM & Prioritization: Understanding of workforce management, workload distribution, and resource planning. Strong organizational and prioritization skills.

• Data-Driven Mindset: Experience using operational data and KPIs (OTIF, CSAT, AHT, quality, FTR, productivity) to identify root causes, improve performance, and drive decisions.

• Tools & Banking Expertise: Familiarity with ticketing tools, CRM software, and AI capabilities in operational environments. Experience with regulated processes and sensitive topics such as judicial events, succession management, mandates, and account closures is a plus.

• Experience in banking or FinTech strongly preferred

• Experience with Zendesk & Forest is a plus

It’s okay if you don’t tick all the boxes - don’t let imposter syndrome prevent you from applying! 🙌 

Swan is committed to providing a caring work environment for all employees, regardless of age, sex, disability, sexual orientation, race, religion, or belief.

When it comes to recruitment, we’re interested in your work experience, skills, and overall personality. Because diversity makes the workplace stronger and is necessary for Swan’s success, we are intensifying efforts to incorporate concrete actions to help us improve in this area.

✨ Perks of being a Swanee:

• Holidays : 25 days + RTT 🏝️

• Meal Vouchers: We provide a meal voucher card to cover your meals on work days. 🥗

• Transport: Monthly mobility package for employees. In accordance with the company agreement for sustainable mobilities, you can now use your mobility package to pay for alternative commuting modes. 🚇

• Health insurance (mutuelle): Alan. This is Swan's health and welfare insurance. 🚑

• Sports: Thanks to our partnership with Classpass, you can enjoy advantageous discounts on subscriptions. They offer a wide range of sports activities as well as wellness activities. 🏋

• Well-being support: access to Moka Care for mental health and wellness. 🧘

• Hybrid remote policy: We offer the possibility of working from home for 2 days per week. 🏡

• Offsite: Once a year we gather to reconnect, deep-dive into big topics, and relax. 🤝

• This isn’t a perk, it should be the rule, but diversity and inclusion are important at Swan. We’re working hard to get better every day.

✨ Our values:

Swan’s core values guide our actions daily. Individually, they may seem obvious, but together, they form a unique culture.

Simplicity: Leonardo Da Vinci said: “simplicity is the ultimate sophistication.” If something's convoluted or confusing, we work extra hard to break it down - Making complex things simple is what we do.

Long Term: We always play the long game, whether it's to support our partners in their growth journey, or make tangible commitments to climate action.

Excellence: We are a team of experts who consistently go all out to create pixel-perfect banking services and exceed our partners' expectations - whatever it takes.

Be Human: We believe in the power of kindness and the importance of acting with integrity. But embracing our humanity extends beyond interpersonal interactions, it means caring about greater issues that affect our planet.

You can find out more about our culture.

• Initial Screening (30 min) – An introductory conversation with Heloise to discuss your background, experience and motivation.

• Hiring Manager Interview (60 min) – An in-depth discussion with the Head of Customer Experience about your experience, skills and understanding of the role.

• Case Study (45 min) – A practical exercise with the Head of Customer Experience and a relevant team representative to assess your problem-solving and operational skills.

• Peer Interview (30 min) – An opportunity to meet the Head of Transaction Monitoring and discuss cross-functional collaboration and day-to-day interactions.

• HR Interview – A discussion with HR focusing on your management skills and leadership approach.

• Final Interview (60 min) – A final conversation with the COO to discuss your overall fit and expectations.