Swap

Analytics Engineer

• dbt Development: Scale our dbt project, shaping its architecture and CI/CD processes to support company-wide initiatives.
• Data Modelling & Architecture: Contribute to our data modelling strategy, helping to build and maintain the core set of performant, scalable, and trusted data models that power all downstream consumers—from our internal BI tool to our customer-facing agentic systems and analytics APIs.
• Data Quality & Governance: Champion and implement robust data quality standards, PII governance, testing, and documentation to ensure our data is trustworthy and reliable as we scale.
• Stakeholder Partnership: Partner with commercial (Sales, Finance) and product teams on data needs, assisting in translating business questions into data requirements and helping to manage delivery expectations.
• BI & Self-Service Enablement: Contribute to the development and refinement of foundational data assets in our BI tool (Lightdash), helping stakeholders and analysts access insights effectively.

Customer Success Manager

• Architect and scale a robust, on-brand global account management system capable of supporting multi-country portfolios, international segment management, and a coherent net-revenue-retention strategy.
• Refine and implement AI and modern automation patterns within account management to drastically reduce the time it takes to onboard, drive adoption, surface risk, and execute renewals and expansion plays.
• Design systems that allow for highly responsive or self-serve resolution to customer questions — from onboarding to product education to in-product activation and value realization.
• Move the organization beyond reactive check-ins. Translate complex product, usage, and account data into a compelling value narrative that explains why each customer should expand and renew.
• Lead the strategy to evaluate and understand the return on investment for our people and programs across Onboarding, Adoption, Renewals, Expansion, Advocacy, and Support.
• Provide high-level support for customer references, partner relationships, and future fundraising rounds as we scale.
• Act as a “talent magnet” and a leader of leaders, growing the account management team while partnering effectively with our existing, highly-valued GTM leadership.
• Implement process and AI-driven efficiencies to significantly reduce the days required to onboard customers and drive them to first value.
• Establish a clear, scalable framework for international segment management, account tiering, and coverage strategy.
• Deploy an operating model that provides the executive team with real-time visibility into the ROI of retention, expansion, and headcount investments across the organization.

VP of Customer Success

Business Development Rep

• Identify and research potential key decision-makers within your target accounts.
• Develop and execute strategies to generate new business leads through cold calling, email campaigns, social media outreach, and networking events.
• Qualify inbound leads and convert them into discovery meetings booked.
• Engage with potential customers to understand their business needs, pain points, and goals.
• Effectively communicate the value proposition of Swap’s products and services to potential customers over phone, email and social selling.
• Build and maintain strong relationships with potential customers through consistent follow-up and value-added communication.
• Partner closely with Account Executives to develop ongoing engagement strategy with assigned prospect accounts to drive revenue goals.
• Stay up-to-date on industry trends, market conditions, and competitors to effectively position Swap in the marketplace.
• Track and report on individual key metrics such as lead conversion rates, sales pipeline development, and overall business development performance.
• Utilize CRM tools to maintain accurate records of all interactions with potential customers.

Business Development Representative

Support Engineer

• Investigate technical issues escalated from our CX team.
• Review API logs, webhook events, and internal monitoring tools.
• Act as a Tier 2 escalation point for issues such as:
• - API errors
• - Webhook failures
• - Customs or documentation questions
• - Stripe disputes
• - Carrier claims (lost/damaged parcels)
• - Label regeneration & shipping rule misconfigurations
• Become a subject-matter expert (SME) in a product area (e.g., Automations, APIs, Integrations).
• Work cross-functionally with Product, R&D, Account Managers, CSMs, and Ops to troubleshoot merchant issues.
• Join merchant calls when a technical specialist is needed for clarification or support.
• Create and maintain documentation, internal guides, and Knowledge Base articles.
• Contribute to process improvements that help reduce ticket volume and improve the support experience.

Technical Support Specialist

Customer Support

• Respond to merchant inquiries across email, and dashboard channels with clarity and empathy.
• Troubleshoot issues related to returns, shipping, payments, and platform configuration.
• Investigate more complex cases escalated by the CX team.
• Collaborate cross-functionally with Product, Ops, 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.

Customer Support Specialist

Financial Planning and Analysis

• Support Finance Manager with monthly accounting reconciliations, including prepayments and accruals.
• Maintain the fixed asset register.
• Prepare other monthly journals and analysis required to provide the senior team with accurate management information.
• Reconcile the bank accounts
• Monthly Payroll Journals for 7 Legal Entities and post by department.
• Perform reconciliations of intercompany balances.
• Prepare inter-company recharges in line and raise with the Global transfer Pricing Policy.
• Initiate process and systems improvements and help draft new policies and guidance notes as required.
• Create, update and monitor a list of Month End closing tasks.
• Assist with various new software tools that will be implemented.
• Prepare weekly cash flow forecasts with inputs from other teams.
• Review of general ledger for tax compliance - including Corporation Tax and VAT.
• Prepare draft VAT returns for review by the Finance Manager.
• Assist with the annual audit requests for our 7 Legal Entities.
• Play a key role in the implementation of our new ERP (Netsuite).

Assistant Finance Manager

• Own a portfolio of strategic, high-revenue accounts with clear accountability for retention, upsell, and expansion.
• Build deep, trusted relationships with senior customer stakeholders, acting as a strategic advisor and primary point of contact.
• Develop and execute account plans that drive long-term growth, product adoption, and commercial expansion.
• Identify and close upsell and cross-sell opportunities across the Swap product suite, partnering closely with Sales where required.
• Lead complex escalations, coordinating internal teams to resolve issues quickly while maintaining customer confidence.
• Run structured, high-impact QBRs and strategic check-ins, tying product value to customer business outcomes.
• Collaborate cross-functionally with Product, Support, Onboarding, and Finance to deliver against customer goals.
• Maintain accurate forecasting, account health tracking, and CRM hygiene for your book of business.

Performance Marketing

• Own and evolve Swap’s SEO, AEO, and GEO strategy — improving discoverability across traditional search engines and AI-powered discovery platforms.
• Identify high-intent keyword opportunities aligned to pipeline, and build content and page architecture to win them.
• Build scalable backlink and authority-building programs to strengthen domain authority and organic performance.
• Run ongoing competitive analysis across organic search, paid search, AI discovery surfaces, and positioning to surface gaps and emerging behaviors.
• Design agentic, AI-assisted content workflows that accelerate high-quality production, optimization, testing, and distribution at scale.
• Partner with web, design, and brand teams to improve site performance and conversion across the funnel.
• Optimize landing pages, CTAs, forms, and user journeys; build a per-account and campaign landing-page system that supports targeted growth.
• Analyze behavioral and funnel data to find drop-off points and growth opportunities, and run a disciplined experimentation program.
• Align paid and organic search strategy on keywords, audiences, and messaging to maximize efficiency and conversion.
• Surface insights from paid campaigns to sharpen organic content — and vice versa.
• Own the editorial calendar, asset library, and thought-leadership cadence, aligning content output to demand and account-based marketing.
• Improve organic social discoverability and engagement, with a focus on LinkedIn and other relevant channels.
• Partner with content, creative, and sales to build content that influences pipeline and revenue.
• Track and report on growth metrics tied to pipeline and revenue influence.
• Partner with RevOps and analytics to improve attribution visibility and measurement frameworks across organic and paid.
• Translate performance data into clear insights and prioritized recommendations.

Senior Demand Generation Manager

Manager

• Own technical setup and configuration post go live, including:
• Assess tooling solutions, AI/automation opportunities, low-code/no-code options, or internal builds.
• Carrier configuration, service mappings, routing logic, and shipping rules
• WMS and 3PL integrations
• Label provider setup and validation
• API mapping, field configuration, and data validation workflows
• Additional merchant portal setups and ecosystem tooling
• Work with Engineering & Product to scope features, workflows, and systems changes.
• Ensure successful adoption of new processes, tools, and workflows
• Swap platform SME, including how it integrates with third-party logistics providers, fulfilment solutions, warehouses and 3PLs

Live Merchant Implementations Manager

Solutions Engineer

• Own the technical win on Agentic Storefront deals - leading discovery, shaping the solution narrative, and building genuine technical credibility with both e-commerce and engineering stakeholders at prospect accounts.
• Lead integration scoping conversations - working with merchant technical teams on API connectivity, platform dependencies, implementation planning, and third-party integration requirements.
• Be a reliable, trusted technical partner to US-based AEs across the full product suite.
• Run structured technical discovery that gets to the real constraints and objectives before any solution is proposed.
• Scope and support proof of concept and pilot engagements where needed.
• Contribute to internal enablement - helping document and evolve technical positioning as Swap's product portfolio grows.
• Feed what you're hearing in the field back to product, marketing, and GTM teams - your perspective from customer conversations is genuinely valued here.

Senior Solutions Engineer

Operations

• Coordinate consolidated cross-border movements and support operational execution
• Prepare documentation and data required for duty drawback processes
• Support merchants with operational exceptions outside standard workflows
• Act as the first point of triage for cross-border queries, ensuring they are routed and resolved
• Maintain clear tracking of cross-border requests and activities
• Build and maintain structured process documentation and knowledge in Notion
• Improve how cross-border information is organised and accessed internally
• Support internal teams with accurate, timely cross-border guidance
• Identify recurring issues and support improvements to processes and workflows