Technical Customer Support Specialist (EMEA)

We are a growing SaaS start-up with an international team that brings maritime workforce management into the 21st century! Backed by strong investor support and with more than 10,000 crew changes executed in the platform each year and over 500 vessels globally, we’re passionate about solving overlooked problems in the maritime industry. Over 90% of global trade depends on ships, and the 2 million mission-critical seafarers who operate them to keep our economy running. At Tilla, we’re dedicated to improving their lives, as well as the processes and colleagues on shore that support them.

Our platform eliminates inefficiencies in crew logistics, streamlining collaboration between operators and seafarers. By doing so, we make crew operations more humane, efficient, and cost-effective. Your missionAs we continue to onboard new customers, we’re looking for a Technical Customer Support Specialist that takes our Customer Support initiatives to the next level, and inspires our customers and product team alike. As our Customer Support Agent you will. .

take full ownership of ensuring our users can successfully use Tilla on a daily basis by being the primary point of contact when they encounter questions or problemsdrive the end-to-end customer support process, including handling user requests, investigating issues, resolving problems, and following up with the user to ensure their satisfactionbe responsible for setting up, running, and monitoring various initiatives aimed at improving the quality of our service, such as creating and maintaining templates and a knowledge basebuild strong relationships with our usersbe the key champion and go-to contact for our partner networkcollaborate closely with our customer success and product teams to ensure that we acknowledge and incorporate customer feedback into our productcontribute to building an excellent team and company cultureYour profileYou are a highly motivated, yet curious and humble tech start-up enthusiast who is deeply empathic towards customer and user needs while keeping the bigger picture in mind.

You. . .

have 2+ years experience in a B2B (SaaS) Customer Support or Operations role in a fast-paced environment where you have set up, run, and scaled reliable processeshave a hands-on mentality and entrepreneurial thinking stylehave a positive attitude and the ability to inspire othershave effective communication skills (verbally + written)are good at structuring and prioritizing your workloadare independent, proactive, highly motivated, and good at problem solvingare comfortable with ambiguity and making decisions under pressure and uncertaintyhave a digital mindset and a knack for reimagining processes with digital toolsare fluent in EnglishIt’d be even better if you…have experience in the maritime industryproficient in an additional languageWhy us?We offer.

. . a competitive compensation packagea startup adventure with the possibility to grow personally and professionally within a fast-paced and dynamic environmentan opportunity to forever change the landscape of one of the most important industries on the planetthe chance to actively shape your company and work environment from day onework-from-home and flexible working arrangements to balance your professional and private lifeWe believe that employing a diverse workforce is central to our success at Tilla. We make hiring decisions based on your experience and skills.

Therefore, we welcome applications from all members of society, regardless of age, gender, disability, sexual orientation, race, religion or belief.