Technical Customer Support Specialist

This is a fully remote position, open to applicants in Europe.

📋 Description

• Assist Tilla's Customer Support department in scaling as our client base expands rapidly.

• Address customer concerns with a blend of technical expertise and genuine empathy.

• Transform recurring issues into automated solutions and self-service options to accommodate a larger number of clients while maintaining high service quality.

• Manage and resolve support tickets across various channels, ensuring first-contact resolution for assigned ticket categories, as well as overseeing essential customer tasks such as vessel assignments, port creation, user creation, and more.

• Analyze technical problems within the product by reviewing logs, interpreting error messages, and replicating challenging bugs across different environments.

• Act as a force multiplier for the team by acquiring knowledge and eventually assisting in the onboarding and training of new team members as we expand.

• Support the implementation of automation by testing bots, workflows, and macros, while maintaining a tidy and consistent labeling and tagging system.

• Write and update help-center articles and internal runbooks based on recurring ticket resolutions.

• Identify persistent issues and suggest upstream solutions to the Engineering and Product teams.

• Conduct ticket-theme and sentiment analysis by account to inform user meetings.

• Prepare and facilitate user calls, while also engaging in proactive outreach for key product areas.

• Collaborate with Customer Success Managers on pilot rollouts and liaise with CSMs and travel partners regarding cross-team ticket issues.

⛳️ Requirements

• Experience: familiarity with B2B SaaS environments.

• Experience: 2–4 years in customer support, customer success, or technical support roles, preferably in settings with a range of interconnected tools and systems.

• Experience: practical experience with technical tools — such as ticketing platforms, basic SQL or data queries, or troubleshooting related to APIs (coding skills are not necessary, but structured data and systems should not be daunting).

• Proficient in technical troubleshooting and product knowledge — willing to learn extensively about a complex SaaS product and diagnose issues across various systems.

• Strong, empathetic communication skills with customers, including the ability to de-escalate situations under pressure.

• Effective management of tickets and workflows in accordance with SLAs, ensuring quality is not compromised.

• A mindset focused on process improvement and automation, including the use of macros, bots, and self-service content.

• Analytical curiosity — an inclination to explore tools and data to uncover root causes rather than merely following scripts.

• Ability to quickly learn new tools and operate them independently (experience with support/ticketing, documentation, and engineering/project-tracking tool categories is advantageous).

• Ownership-driven, proactive, and composed under operational pressure.

• Experience or interest in early-stage or growth-stage startups.

• Background in maritime, shipping, or travel industries is a plus but not mandatory.

• Located within a EU-friendly timezone (CET ±2 hours).

• Proficiency in English. Knowledge of additional languages is a bonus.

🏝️ Benefits

• Address a distinctive industry challenge with a global impact.

• Join an international, mission-driven, supportive, and enjoyable team.

• Perform at your best with access to leading-edge AI tools for all team members.

• Enjoy support and funding for your personal learning and development.