{"id":3863562,"url":"https://alion.io/job/swan-customer-support-team-supervisor-banking-operations","title":"Customer Support Team Supervisor - Banking Operations","company":{"id":53075,"name":"Swan","domain":"swan.io","url":"https://alion.io/company/swan","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Welcome to the Jungle","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":7,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Paris, France"],"countries":["FR"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":46000,"max":56000,"currency":"EUR","period":"year","gross":null,"usd_annual":62870},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-11-06T08:48:19Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-11T05:55:11Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nMissions\nGérer les escalades opérationnelles et prendre en charge les cas complexes.\nDiriger et développer l'équipe, en fixant des attentes claires et en fournissant des retours réguliers.\nSurveiller les indicateurs de performance clés (KPI) et mettre en œuvre des améliorations continues.\nProfil recherché\n* **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.\n* **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.\n* **Operational Leadership:** Ability to balance daily execution with continuous improvement, staying close to operational details while maintaining a broader perspective.\n* **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.\n* **WFM & Prioritization:** Understanding of workforce management, workload distribution, and resource planning. Strong organizational and prioritization skills.\n* **Data-Driven Mindset:** Experience using operational data and KPIs (OTIF, CSAT, AHT, quality, FTR, productivity) to identify root causes, improve performance, and drive decisions.\n* **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.\n* Experience in banking or FinTech strongly preferred\n* Experience with Zendesk & Forest is a plus\nIt’s okay if you don’t tick all the boxes - don’t let imposter syndrome prevent you from applying!\n*Swan is committed to providing a caring work environment for all employees, regardless of age, sex, disability, sexual orientation, race, religion, or belief.*\n*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.*","description_format":"text","description_chars":3068,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"France","iso":"FR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Cards & Card Issuing","Financial Software & Embedded Finance"],"lifecycle":[{"event":"open","at":"2026-11-06T11:05:53Z"}],"visa":[],"liveness":{"score":75,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.796,"p_room":0.945,"age_days":4,"expected_fill_days":7,"reasons":["conf:4","velocity","win:mid"],"computed_at":"2026-11-11T05:49:22Z"},"pay":{"stated_usd_annual":62870,"is_top_pay":false},"html_url":"https://alion.io/job/swan-customer-support-team-supervisor-banking-operations","json_url":"https://alion.io/job/swan-customer-support-team-supervisor-banking-operations.json","meta":{"generated_at":"2026-11-11T08:13:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13041,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":53075},"rest":"https://alion.io/mcp/rest/get_company?id=53075"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fswan-customer-support-team-supervisor-banking-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fswan-customer-support-team-supervisor-banking-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fswan-customer-support-team-supervisor-banking-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/swan-customer-support-team-supervisor-banking-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fswan-customer-support-team-supervisor-banking-operations"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3863562}},{"tool":"search_jobs","arguments":{"company":"swan.io","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3863562},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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