Customer Service Specialist – (Bilingual- English & Spanish) – Container xChange

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 Service Specialist – (Bilingual- English & Spanish) (f/m/d)

Our service team is part of the Customer Success department which includes specialist teams for Onboarding, Account Management, Operations, and Service. At the moment, our service support team consist of two full timers in Hamburg (Germany) and one full timer in Malang (Indonesia) who support our customers all across the globe.

As our Customer Service Specialist, you will own, drive and scale the xChange “customer support” and drive the adoption of automated approaches and solutions to make all our customers commercially successful. In this role, you will be expected to handle, solve and support any incoming problems through all accessible channels. Your goal is to be the neutral market provider who assists all clients and mediates between two contractual partners by any means necessary to get a mutually acceptable solution.

You are proactive, independent, organized, and can maintain a positive and professional relationship with all clients. As our Customer Service Specialist, you have the drive to make clients successful and provide all-time support. You work collaboratively with the product team in identifying problems and finding solutions to prevent them from recurring in the future.

Your responsibilities in a nutshell

• Ensure our customers are well taken care of on all matters related to their business on the xChange platform.
• Creating a standardised yet customised support experience for all members and continuously improving the engagement for a set of customers
• Provide support to customers for any sort of enquiry via all our available channels
• Forward specialised topics to the right people and make sure they timely reply
• Listen carefully to customers feedback and act as a “VIP customer” for our Product team to support feature development
• Monitoring and making sure frequent topics are addressed by adjusting internal processes
• Making use of the customer interaction in educating them to be an independent and well-informed member of the xChange community
• Prioritising the support cases according to most crucial, time consuming, frequent and so on

What we’re looking for 

• You have previously worked in a customer oriented environment and you have a passion for customer service, emphasising on delivering high-class experience
• You have 2-3 Years of digital support experience, ideally in a SaaS environment
• You have worked with and have a good understanding of CRM/CSM/Support tools like Salesforce, Zendesk, Intercom, Gainsight etc.
• You have prior experience in using and improving ticket workflows
• Fluency in English and Spanish
• You are be based in the Americas
• Self-starter attitude with a high personal drive – you are excited about being a part of rapid growth and not afraid to get your hands dirty
• You are a great communicator and listener; you are passionate about the xChange mission and inspire and motivate the people around you
• You value integrity and trust in your own approach as well as your teams – You are open and transparent in all communication and promote a culture of collaboration within the team.

What we have to offer 

• Ownership from day one! You will have full responsibility and creative freedom to bring your ideas to life
• A dynamic and international team with ~50 nationalities across our fast growing 220+ 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