Swapcard28mo ago

Product Support Specialist - Malaysia

Kuala LumpurRemoteFull-timemid

Customer SupportOtherProduct Support Specialist

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Quick Summary

Overview

Our Mission Swapcard is the leading AI-powered event platform designed to drive revenue growth and foster meaningful connections at in-person and hybrid events.

Technical Tools

Customer SupportOtherProduct Support Specialist

Our Mission

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.

Our Vision

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.

Our Beliefs

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 Technical Support team is responsible for educating and empowering Swapcard customers on a global level. Our job starts even before they become our customers: as soon as they visit Swapcard’s website, we are there to guide them through conversations every step of the way to ensure they get the most value out of our product.

This team is the right fit is for everyone who loves autonomous problem-solving and troubleshooting, with the end goal of empowering our customers’ to reach their objectives, maximize their experience with our platform and address any challenges with our product.

This is not a springboard into other areas or jobs at Swapcard, but this is a great role for those who are looking to be part of our support team and who are excited about growing alongside Swapcard. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they’re encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers.

Communicating efficiently and effectively with our customers - we use Intercom conversations to do most of our support, but you'll also be talking to customers via video calls every now and then (webinars etc.)

Owning customer communications and issues from initial contact until resolution, or escalation to the appropriate SME when needed

Becoming an encyclopedia of knowledge about how Swapcard works and what it is capable of for all user types and plans

Being the one responsible, along with the Success team, to ensure that all customers have a great experience with our platform - a crucial part of the role is ensuring we make Swapcard as intuitive, reliable, bug-free and fast as possible

Working directly with Product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions

Continuously identify Help Center content gaps and record knowledge

Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!

Previous experience working in a troubleshooting environment

1-2 years of technical support experience

Solid understanding of tech fundamentals + modern day tools (Slack, Notion, Intercom, JIRA, Gainsight.

Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs, etc.)

Ability to troubleshoot and utilize resources to answer questions on baseline topics

Strong customer focus (excels at + enjoys helping customers)

Ability to take on + action feedback

Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)

Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency

Strong problem solving skills (ability to think critically and learn on-the-fly)

Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas

Location & Eligibility

Where is the job

Worldwide

Fully remote, anywhere in the world

Who can apply

Same as job location

Listed under

Worldwide

Listing Details

Posted: January 9, 2024
First seen: April 10, 2026
Last seen: May 5, 2026

Posting Health

Days active: 24
Repost count: 0
Trust Level: 32%
Scored at: May 5, 2026

Signal breakdown

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Swapcard

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Swapcard is an AI-powered event engagement platform designed to help organizers run smarter in-person, virtual, and hybrid events, focusing on maximizing attendee engagement, exhibitor ROI, and event revenue.

Employees

125

Founded

2013

Domain

Jobs

External application · ~5 min on Swapcard's site

Please let Swapcard know you found this job on Jobera.