Product Support Specialist - Malaysia

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. Missions and Scope 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 What do we look for? 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 Swapcard’s Interview process 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 Swapcard's Values 🧠 Curious : We ask questions, try new things and take risks. We learn from one another and see mistakes as opportunities to grow—what matters most is how we react and learn from them. We are curious about what something is and why something is. Innovation thrives when curiosity drives. 🗝️ Value-Driven: At Swapcard, we focus on making each decision count by prioritising outcomes that create meaningful value for our customers, team members, and partners. 💚 Human : At Swapcard, being human means fostering empathy, openness, and diversity to create a caring and collaborative community. We’re driven by a strong team spirit and a shared goal of building meaningful connections—both through our product and within our team. ✊ Resilient : We embrace challenges with optimism, creativity, and adaptability, constantly seeking innovative solutions and opportunities for growth. 👑 Ownership: At Swapcard, we take responsibility and are accountable for our actions, driving success through initiative, trust, and accountability. True ownership means more than just completing tasks; it's about being proactive, investing ourselves fully in the outcomes, and fostering a culture of trust. Benefits & Reasons to Join Swapcard - 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 🧘 Equal Opportunity 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