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 a growing base of paying customers, 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 spend months at sea to keep our economy running. At Tilla, we’re dedicated to improving their lives and the processes 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 and efficient.

Your mission

As we continue to onboard new customers, we’re looking for a Customer Support Agent 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 problems
• drive the end-to-end customer support process, including handling user requests, investigating issues, resolving problems, and following up with the user to ensure their satisfaction
• be 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 base
• build strong relationships with our users
• be the key champion and go-to contact for our partner network
• collaborate closely with our customer success and product teams to ensure that we acknowledge and incorporate customer feedback into our product
• contribute to building an excellent team and company culture

Your profile

You 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 processes
• have a hands-on mentality and entrepreneurial thinking style
• have a positive attitude and the ability to inspire others
• have effective communication skills (verbally + written)
• are good at structuring and prioritizing your workload
• are independent, proactive, highly motivated, and good at problem solving
• are comfortable with ambiguity and making decisions under pressure and uncertainty
• have a digital mindset and a knack for reimagining processes with digital tools
• are fluent in English

It’d be even better if you…

• have experience in the travel agency sector or the travel tech industry
• proficient in an additional language

Why us?

We offer...

• a competitive compensation package incl. stock options
• a startup adventure with the possibility to grow personally and professionally within a fast-paced and dynamic environment
• an opportunity to forever change the landscape of one of the most important industries on the planet
• the chance to actively shape your company and work environment from day one
• work-from-home and flexible working arrangements to balance your professional and private life

We 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.