{"id":3844294,"url":"https://alion.io/job/swanio-customer-support-team-supervisor-banking-ops","title":"Customer Support Team Supervisor - Banking Ops","company":{"id":3894760,"name":"SWANIO","domain":"swanio.com","url":"https://alion.io/company/swanio","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"B","score":81,"open_postings":9,"ghost_share":0,"stale_share":0.778,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","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":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"PennyLane","optional":false},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-11-02T15:45:23Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-10T17:53:48Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"About\nSwan is Europe’s embedded banking specialist. We empower software companies to embed banking features like accounts, cards, and payments directly into their products, under their own brand.Swan processes over €2.5 billion in monthly transactions for more than 150 companies - like Pennylane, Indy, Agicap, Libeo, and Lucca.\nFounded in 2019, the company has received growth capital from leading investors such as Lakestar, Accel, Creandum, Bpifrance and Eight Roads. Swan is a principal member of Mastercard and a licensed financial institution, regulated by the French banking authority (ACPR).\nOur mission\nBanking belongs in business software\nMany software companies already serve small businesses incredibly well: helping them send invoices, run payroll, manage inventory, and more. They’re on a mission to become the central hub for managing every aspect of business life.\nBut when it comes to financial workflows, there’s still a gap. Too many critical tasks like managing cash flow, tracking payments, or reconciling accounts happen outside the software, across spreadsheets, email threads, banking portals.\nIt’s a missed opportunity. Business software shouldn’t just record financial activity - it should run it.\nTo learn more about us:About Swan;Career.\nJob description\nThe CX Banking Operations Supervisor role is part of the Customer Experience team (13 people) within the Operations department and leads the day-to-day work of the Banking Operations team. We are looking for a data-driven, people-first Supervisor who can develop Specialists, drive operational performance, and continuously improve processes to deliver a reliable experience for partners and end customers.\nYour mission\nThis role has two main areas of focus:\nOperational execution & escalation management (60%)\n\nHandle operational escalations: Work hands-on on Banking Operations tickets and take ownership of complex or escalated cases raised by Banking Operations Specialists, ensuring timely and effective resolution.\n\nTeam management, people development & process improvement (40%)\n\nLead and develop the team: Coach and support Banking Operations Specialists, set clear expectations, provide regular feedback, and foster a supportive, high-performing team culture.\n\nDrive operational performance: Monitor key performance indicators (KPIs), ensure high-quality execution, and oversee daily priorities, workload distribution, and resource allocation.\n\nImprove processes and ways of working: Identify operational bottlenecks, streamline processes, and collaborate with cross-functional teams to address recurring issues and drive continuous improvement.\n\nYou combine strong hands-on operational expertise with a people-oriented leadership mindset. You are comfortable diving into operational details, using data to identify performance trends and improvement opportunities, and taking ownership of escalations while knowing when to involve the right stakeholders.\n\nMain tasks\nPeople Management\nTeam Leadership: Manage, coach, and develop Banking Operations Specialists, providing regular feedback and clear expectations.\n\nTeam Culture: Foster an accountable, collaborative, and supportive environment where team members can grow and perform at their best.\n\nOperational Performance & Continuous Improvement\nKPI & Quality Management: Monitor individual and team performance, identify skill gaps, and use data-driven coaching to improve results while maintaining high quality standards. Monitor outsourced operations against contractual SLAs and performance expectations.\n\nProcess & Product Expertise: Possess strong knowledge of Swan's products, operational processes, and tools, particularly BODACC and account closure processes, including relevant regulatory and compliance requirements. Support the team with complex questions and escalations.\n\nContinuous Improvement: Identify recurring bottlenecks and implement practical improvements to processes, tools, documentation, and daily workflows.\n\nCross-Functional Collaboration: Represent Banking Operations when working with Product, AI, Compliance, Legal, and other teams, escalating recurring issues and contributing to root-cause resolution.\n\nEscalation Resolution: Dedicate ~50%-60% of your time to Banking Operations ticket volume, including acting as the subject matter expert to resolve escalations and complex scenarios.\n\nWorkforce Management\nDaily Operations: Coordinate staffing, outsourced resources, workload distribution, and real-time prioritization to meet SLAs.\n\nCapacity Planning: Monitor volume trends and upcoming initiatives to anticipate capacity risks and provide input into staffing decisions.\n\nOperational Monitoring: Use data to identify performance risks and adjust priorities and resources accordingly.\n\nKPIs you’ll manage\nTime to First Response\n\nIteration Time\n\nCSAT\n\nOTIF (On-Time, In-Full)\n\nQuality\n\nCurious about your future team?\nBanking Operations is one of two groups within the Customer Experience team. Its L2 Specialists are a key point of contact for partners and end customers seeking support with banking operations.\nThe team's main activities involve account closures and actions related to judicial events. It works closely with Risk, Compliance, Product, Legal, AI, Ops Excellence, Data, KYC, and TXM.\nPreferred experience\nRelevant 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.\n\nPeople Management: A genuine interest in coaching and developing others, with the ability to set expectations, deliver candid feedback, and make fair decisions.\n\nCommunication: 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\nOperational Leadership: Ability to balance daily execution with continuous improvement, staying close to operational details while maintaining a broader perspective.\n\nChange 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\nWFM & Prioritization: Understanding of workforce management, workload distribution, and resource planning. Strong organizational and prioritization skills.\n\nData-Driven Mindset: Experience using operational data and KPIs (OTIF, CSAT, AHT, quality, FTR, productivity) to identify root causes, improve performance, and drive decisions.\n\nTools & 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\nExperience in banking or FinTech strongly preferred\n\nExperience with Zendesk & Forest is a plus\n\nIt’s okay if you don’t tick all the boxes - don’t let imposter syndrome prevent you from applying!\nSwan is committed to providing a caring work environment for all employees, regardless of age, sex, disability, sexual orientation, race, religion, or belief.\nWhen 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.\nAbout Swan\n Perks of being a Swanee:\nHolidays : 25 days + RTT\n\nMeal Vouchers: We provide a meal voucher card to cover your meals on work days.\n\nTransport: Monthly mobility package for employees. In accordance with the company agreement for sustainable mobilities, you can now use your mobility package to pay for alternative commuting modes.\n\nHealth insurance (mutuelle): Alan. This is Swan's health and welfare insurance.\n\nSports: Thanks to our partnership with Classpass, you can enjoy advantageous discounts on subscriptions. They offer a wide range of sports activities as well as wellness activities.\n\nWell-being support: access to Moka Care for mental health and wellness.\n\nHybrid remote policy: We offer the possibility of working from home for 2 days per week.\n\nOffsite: Once a year we gather to reconnect, deep-dive into big topics, and relax.\n\nThis isn’t a perk, it should be the rule, but diversity and inclusion are important at Swan. We’re working hard to get better every day.\n\nOur values:\nSwan’s core values guide our actions daily. Individually, they may seem obvious, but together, they form a unique culture.\nSimplicity: Leonardo Da Vinci said: “simplicity is the ultimate sophistication.” If something's convoluted or confusing, we work extra hard to break it down - Making complex things simple is what we do.\nLong Term: We always play the long game, whether it's to support our partners in their growth journey, or make tangible commitments to climate action.\nExcellence: We are a team of experts who consistently go all out to create pixel-perfect banking services and exceed our partners' expectations - whatever it takes.\nBe Human: We believe in the power of kindness and the importance of acting with integrity. But embracing our humanity extends beyond interpersonal interactions, it means caring about greater issues that affect our planet.\nYou can find out more about our culture.\nRecruitment process\nInitial Screening (30 min) - An introductory conversation with Heloise to discuss your background, experience and motivation.\n\nHiring Manager Interview (60 min) - An in-depth discussion with the Head of Customer Experience about your experience, skills and understanding of the role.\n\nCase Study (45 min) - A practical exercise with the Head of Customer Experience and a relevant team representative to assess your problem-solving and operational skills.\n\nPeer Interview (30 min) - An opportunity to meet the Head of Transaction Monitoring and discuss cross-functional collaboration and day-to-day interactions.\n\nHR Interview - A discussion with HR focusing on your management skills and leadership approach.\n\nFinal Interview (60 min) - A final conversation with the COO to discuss your overall fit and expectations.","description_format":"text","description_chars":10200,"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":true}]},"benefits":["Health insurance","Sports activities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Web Design","Branding"],"lifecycle":[{"event":"open","at":"2026-11-06T00:10:40Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":7,"expected_fill_days":48,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-11-10T06:52:35Z"},"pay":null,"html_url":"https://alion.io/job/swanio-customer-support-team-supervisor-banking-ops","json_url":"https://alion.io/job/swanio-customer-support-team-supervisor-banking-ops.json","meta":{"generated_at":"2026-11-11T05:16:07Z","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":6686,"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":3894760},"rest":"https://alion.io/mcp/rest/get_company?id=3894760"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fswanio-customer-support-team-supervisor-banking-ops"},{"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%2Fswanio-customer-support-team-supervisor-banking-ops"},{"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%2Fswanio-customer-support-team-supervisor-banking-ops"},{"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/swanio-customer-support-team-supervisor-banking-ops\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fswanio-customer-support-team-supervisor-banking-ops"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3844294}},{"tool":"search_jobs","arguments":{"company":"swanio.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3844294},"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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