Customer Support Team Supervisor - Banking Operations
Confirmed on the employer's own hiring board on Nov 11, 2026. First seen by Alion on Nov 6, 2026. Swan scores A on the Alion truth index.
Join Swan, a fast-growing fintech company, as a Customer Support Team Supervisor in Banking Operations. In this role, you will lead the day-to-day work of the Banking Operations team, handle operational escalations, develop team members, drive operational performance, and continuously improve processes. You will work closely with cross-functional teams and represent Banking Operations in various discussions. The ideal candidate has 4+ years of experience in customer support or banking operations, strong people management skills, and a data-driven mindset.
Missions
- Gérer les escalades opérationnelles et prendre en charge les cas complexes.
- Diriger et développer l'équipe, en fixant des attentes claires et en fournissant des retours réguliers.
- Surveiller les indicateurs de performance clés (KPI) et mettre en œuvre des améliorations continues.
Profil recherché
* **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.*