Senior Customer Experience Specialist

3 weeks ago

Mumbai, India ZeroNorth Full time

At ZeroNorth, we are at the forefront of transforming the shipping industry through digital innovation. Our solutions go beyond optimizing business operations; they are designed to lead the industry in sustainability by significantly reducing CO2 emissions.

Our core mission of making global trade greener drives everything we do. Your contributions will play a crucial role in reducing emissions, aligning commercial success with sustainability, and delivering benefits for both profitability and the environment.

ZeroNorth is powered by a diverse team of 550+ professionals with more than 38 nationalities, operating out of global hubs including Copenhagen (our headquarters), Athens, Chennai, Mumbai, New York, Oslo, San Diego, Singapore, Sofia, and Tokyo.

We are leading the industry's green transition, enabling our partners to leverage data for actionable decarbonization efforts.

Senior Customer Experience Specialist at ZeroNorth

As a Senior Customer Experience Specialist, you will be a key player in ensuring our customers receive world-class support and have a positive experience with our innovative solutions.

You will take ownership of complex issues, guide users, and collaborate with internal teams to enhance the customer experience continuously.

Key responsibilities:

  • Provide prompt, professional, and top-tier support to customers via Intercom, email, phone, and other communication tools.
  • Troubleshoot complex technical and functional issues, identify root causes, and deliver effective solutions or escalate when necessary.
  • Onboard and guide new customers to ensure smooth adoption of our platform and services.
  • Maintain up-to-date, in-depth knowledge of ZeroNorth's products and platform functionality, and understand how they resolve our customers' issues.
  • Contribute to and maintain internal documentation, FAQs, and customer-facing knowledge bases.
  • Actively collaborate with product, engineering, and commercial teams to ensure customer feedback is shared and acted upon, constantly seeking opportunities to improve processes and customer outcomes.

Your profile:

  • 5+ years of experience in customer support, technical support, or client-facing roles, preferably in B2B SaaS.
  • Strong understanding of the maritime/marine industry.
  • Quick learner with the ability to explain software products, integrations, and troubleshooting steps.
  • Excellent written and verbal communication skills in English, able to explain complex ideas clearly.
  • Proactive, growth-oriented mindset, open to continuous learning and collaboration.
  • Passion for emerging technologies, especially GenAI, with an interest in applying them to improve customer experience.
  • Strong problem-solving skills and ability to work in a fast-paced, dynamic environment

About ZeroNorth

At ZeroNorth, we aim to make global trade sustainable by steering the maritime industry toward zero emissions. Using advanced technology and trusted data, our platform delivers real-time insights to optimize operations and align commercial success with environmental impact.

We partner with customers on their journey toward sustainability, solving complex challenges and empowering informed decisions that benefit both the planet and their bottom line.

Our culture thrives on growth, inclusion, and collaboration. We value honesty, trust, and the unique contributions of every team member, driving meaningful change together. Let's make global trade green.

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