Customer Support Specialist

Job description

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.

Customer Support Specialist - (f/m/d)

As our 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.

**Requirements**:
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
- Provide exceptional customer service by owning, cataloguing, solving and if necessary, handing over escalated tickets of the highest importance
- 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 3 years of experience in the Digital Customer Service background and over 3 years of Helpdesk experience and are eager to join us in our brand new office in Hamburg very often
- 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 growing 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
- A fast-paced work environment and complex intellectual challenges from day 1
- Great location - brand new office in the heart of Hamburg, enjoy the view of the iconic Elbphilharmonie concert hall from our rooftop terrace
- It goes without saying: Flexible home-office rules, regular team events (also online), and of course, a wide variety of fruits, snacks and drinks in the Hamburg-office
- A competitive equity package, all employees become shareholders in xChange
- Subsidised HVV Profi ticket to travel freely within Hamburg
- Opportunity to lease a bike and pay through your monthly payslip (huge discounts included)
- Access to the Fürstenberg Institut for personal coaching and counselling
- Support for German language classes
- Refer a friend for our full-time positions and get a referral bonus