Full-Time
Customer Support Specialist
Updated on 8/1/2026
Swap
201-500 employees
Returns management and financing for retailers
No salary listed
Austin, TX, USA
Hybrid
Hybrid role in Austin, Texas.
 Customer Experience & Support (1) |
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- Two to three or more 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 including Shopify, BigCommerce, and WooCommerce.
- Empathy, patience, and a calm approach to challenging conversations, along with the ability to multitask, prioritize, and stay organized.
- Comfort collaborating with multiple internal teams and escalating issues when needed.
- Curiosity and willingness to learn new tools and processes quickly.
- Respond to merchant inquiries across email and dashboard channels with clarity and empathy.
- Troubleshoot issues related to returns, shipping, payments, and platform configuration.
- Investigate complex cases escalated by the Customer Experience team.
- Collaborate cross-functionally with Product, Operations, 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.
- Basic understanding of shipping carriers, customs requirements, or returns flows is a plus.
- Experience with Intercom or similar support platforms is a bonus.
SwapCommerce helps online retailers manage returns and exchanges while offering flexible financing. Its platform lets customers receive the correct item before sending back the wrong one, turning returns from a cost into a growth lever and reducing lost sales. It combines returns management with financing products, including queued refunds and returns-based funding, so retailers can access funds when they need them instead of waiting for refundable cash. Revenue comes from service fees for returns/exchange management and financing charges. The company differentiates itself by delivering an integrated solution that pairs a smoother returns experience with working capital tools tailored to small and medium e-commerce stores. Its goal is to improve customer satisfaction, protect revenue, and maintain healthy cash flow for retailers.
Company Size
201-500
Company Stage
Series C
Total Funding
$151.7M
Headquarters
London, United Kingdom
Founded
2021
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Simplify's Take
What believers are saying
- Swap reports 800+ brands using its commerce operating system.
- Storefront deployments show up to 2x conversion and 20% fewer returns.
- Checkout+ has 20+ brands and opt-in rates above 60%.
What critics are saying
- Competition from Shopify-native and incumbent returns vendors compresses pricing power.
- AI storefront gains remain unproven beyond showcase launches and early deployments.
- Financing products expose Swap to underwriting losses and merchant repayment stress.
What makes Swap unique
- Swap combines returns management with financing for merchant cash flow.
- Its AI-led storefront replaces static websites with guided shopping journeys.
- Checkout+ turns post-purchase protection and returns into revenue share.
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Benefits
Stock Options
Health Insurance
Wellness Program
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Mental Health Support
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Paid Holidays
Company Social Events
Growth & Insights and Company News
6 month growth
↑ 4%1 year growth
↑ 1%2 year growth
↑ 8%Willy Chavarria's Adidas World Cup collection launches exclusively through ai-powered shopping. June 12, 2026 Designer Willy Chavarria aims to give fans a fun, frictionless way to shop his new Adidas World Cup collection through an AI-powered agentic storefront powered by Swap. In simple terms, Swap Storefront is a user-friendly ecommerce infrastructure that gives consumers an easy, interactive way to browse and buy products using AI chat rather than traditional e-commerce. Instead of navigating menus or search bars on a traditional website, shoppers tell an intelligent assistant what products they're interested in, then have the agent find options. The AI agent also offers users personalized recommendations of matching items, builds outfits on a personalized avatar in real-time, and lets them check out seamlessly. The designer's World Cup collection with Adidas - the first major fashion exclusive to launch on the Swap platform - reimagines football-inspired design through a contemporary lens, drawing from the legacy of the Mexican National Team and incorporating Chavarria's personal exploration of identity, heritage, and belonging. "We are excited to be able to bring Willy Chavarria to our customers as the business continues to grow on a global scale," says Chavarria, CEO and creative director. "A key pillar of our brand is the feeling of connectedness with our community, and Swap will change the way consumers around the world are able to interact with us. This level of access reaches areas where we may not have a physical presence yet, and we're grateful to be working with a platform that puts the power of brand experience and client interaction back in our hands rather than diluting or complicating the process." The release reflects a trend among footwear and apparel brands toward AI-powered shopping that feels more experiential and less transactional. Those qualities made the approach a good fit for a launch like Chavarria's latest, which emphasizes community and culture. Since Swap launched Storefront in May, the platform has demonstrated conversion rates twice as strong as traditional ecommerce and seen a 20 percent reduction in returns compared to traditional e-commerce purchases. Swap data suggests that the technology also reduces cart abandonment significantly. "Major drops deserve more than a static product page. We built Swap Storefront for brands that see commerce as an experience, not just a transaction," says Sam Atkinson, co-founder and CEO of Swap. "Willy Chavarria chose Swap Storefront because he wanted a launch experience that felt premium, interactive, and seamless from discovery through checkout. Being selected as the exclusive launch partner for this collaboration is a major milestone for our platform and a strong validation of where online retail is headed." The post Willy Chavarria's Adidas World Cup collection launches exclusively through ai-powered shopping appeared first on footwear plus magazine.
The Friedkin Group International has invested in Swap's $100 million Series C round, led by DST Global with participation from ICONIQ Growth, BNVT Capital and Cherry Ventures. London-based Swap is valued at an undisclosed amount. Founded in 2022, Swap provides a unified back-office operating system for e-commerce, replacing multiple point solutions for returns, shipping, cross-border commerce, taxes, insurance and inventory with a single platform that launches in 24 hours. The company has grown annual recurring revenue substantially and now serves over 600 brands, including Superdry. The funding will support US market expansion, enterprise customer acquisition and development of agentic commerce capabilities. The Friedkin Group will provide customer introductions across its retail portfolio and leverage its Texas network as Swap scales from its new Austin base.