Customer Support Agent in Berlin bei Flagship Founders GmbH

Description

We are an early stage SaaS start-up that brings maritime workforce management into the 21st century! We are equipped with a strong support of business angels and several paying customers – and deeply care about people. We are passionate about solving the maritime industry’s overlooked problems. Over 90% of global trade sails over the sea and the 2 million mission critical seafarers spend months at sea to ensure that our global economy runs smoothly. We are starting our journey by focusing on solutions that improve the crew management and crew exchange process.

Our first product targets one of the industry's key pain points. Wildly inefficient and notoriously stressful, crew logistics is a complex mesh of repurposed tools. By leveraging a variety of data sources, Tilla’s platform eliminates many mundane and error prone processes, while facilitating collaboration between operators and seafarers. By doing so, Tilla makes crew ops 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
• collaborate closely with our customer success and product teams to ensure that we acknowledge and incorporate customer feedback into our product

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, Customer Success 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 and the ability to inspire others
• have effective effective communication skills (verbally + written)
• are good at structuring and priotizing 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

• have experience in the traveltech or logistics space
• are proficient in German (optional)

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
• an urban mobility package for professional and private use
• work-from-home and flexible working arrangements to balance your professional and private life
• a ride on one of these beautiful ships, whenever they are somewhere near you