Senior Customer Support Specialist

In the 1950s, global trade changed for good. The invention of the standardized container suddenly meant that transporting goods across the world became affordable. And with that, paved the way for globalization and global wealth. But contrary to the container, most surrounding processes have not been standardized nor innovated—and are still frustratingly complex, manual, and error-prone.

That’s why our ambition is to use technology to simplify the logistics of global trade, making the processes around the container as simple as the container itself. We do that by providing a neutral infrastructure that connects all logistics companies to remove friction and create economic opportunity.

**Senior Customer Support Specialist - (f/m/d)**

As our Senior Customer Support Specialist, your mission is to help us take our Customer Service to the next level by leading main projects, tackling critical cases, and most importantly, by working very closely with the leadership team

Your goal is to build a seamless customer experience by overseeing all the team’s processes, tools, and day-to-day activities. You will own the escalation topics playbook, seek constant deep product knowledge, identify training opportunities, and help develop and deploy the team’s business plan. Take ownership right from day one and find solutions with little management.

**Your responsibilities in a nutshell**
- Set up and optimize the Escalation Management by making sure all processes are clear, followed by the whole team, all escalations are properly logged and that major cases have clear playbooks or templates for solving them
- Catalogue support topics and identify improvements across departments to avoid escalations
- Reduce the number of open escalations by standardizing the Escalation Process - let’s take our Customer Service to the next level
- Create and execute an awesome training program for our Customer Support newbies, making sure everybody gets properly onboard
- Help develop and deploy the team's business plan, including metrics and strategic initiatives
- Assist with all areas of responsibilities including but not limited to new hire training, monthly incentives, associate engagement, and leading meetings.
- Analyse and pitch your idea of how to monetize customer support to the upper management

**What we’re looking for**
- You have a proven track record in Customer Relationship Management, Project Management, People Management, and ideally in Service Quality Management
- You have over 5 years of experience in the Digital Customer Service background and over 5 years of Helpdesk experience
- You have a customer-oriented and data-driven mindset and have the ability to empathetically solve tricky problems, to mediate between different customers and to find an acceptable solution to both
- You are a team player with leadership spirit, able to work as a unit and guide team members through the team’s goals, KPIs and OKRs, inspiring and motivating the people around you
- You are high-energy, diligent, and proactive with Project Management skills and the willingness to learn
- You are a great communicator and listener with excellent English communication skills; additional languages are a great plus
- Experience in the Shipping or Logistics industry and with Salesforce, Salesforce Service Cloud Experience, Microsoft Excel, SQL and Google Data Studio skills would be super nice to have

**What we have to offer**
- Ownership from day one & direct impact on the success of our company
- A dynamic and international team with ~60 nationalities across our 300+ team members & extremely flat hierarchies
- A highly scalable product with a proven product-market fit ready to change the industry & do something good
- A great working atmosphere with an open-minded and collaborative culture—plus a team of highly motivated & enthusiastic colleagues who can´t wait for you to join
- Major degrees of freedom backed by an experienced team - It is a highly autonomous role well suited to someone who is a self-starter with natural leadership and coaching abilities
- A fast-paced work environment and complex intellectual challenges from day 1
- Goes without saying: Regular team events and of course a wide variety of fruits and drinks in the office
- Attractive and uncapped compensation—including a competitive equity package