Customer Experience Specialist

Role Overview: At ZeroNorth, as a Customer Experience Specialist, you will be a crucial part of ensuring customers receive top-notch support and have a positive interaction with the innovative solutions provided by the company. Your role will involve taking charge of complex issues, guiding users, and collaborating with internal teams to continuously enhance the customer experience. Key Responsibilities: - Deliver prompt, high-quality customer support via FreshService, Intercom, email, phone, and other channels. - Troubleshoot complex technical/functional issues, identify root causes, and provide effective solutions or escalate as needed. - Onboard and guide new customers to ensure smooth adoption of the platform and services. - Collaborate closely with product, engineering, and commercial teams to share feedback and drive continuous improvement. - Maintain deep, up-to-date knowledge of ZeroNorth's products, integrations, and platform functionality. - Contribute to internal documentation, FAQs, and customer-facing knowledge bases. Qualification Required: - Have more than 3 years of experience in customer or technical support, preferably within a B2B SaaS setting, with a comprehensive understanding of the maritime/marine industry. - Communicate complex ideas clearly in English, be proactive and growth-oriented, and show a keen interest in emerging technologies such as Generative AI. Additional Details: ZeroNorth is a company at the forefront of transforming the shipping industry through digital innovation. Their solutions not only optimize business operations but also lead the industry in sustainability by significantly reducing CO2 emissions. The core mission of ZeroNorth is to make global trade greener, driving everything they do. The company is powered by a diverse team of 550+ professionals from over 38 nationalities, operating globally out of hubs including Copenhagen, Athens, Chennai, Mumbai, New York, San Diego, Singapore, Sofia, and Tokyo. ZeroNorth is dedicated to leading the industry's green transition and enabling partners to leverage data for actionable decarbonization efforts.,