Customer Support Specialist

We are a growing SaaS start-up with an international team, operating on the intersection between two of the world's most fascinating industries - global shipping and global travel.

Over 90% of global trade depends on ships, and the shipping industry depends on the 2 million seafarers who operate them. What most people don't know is there's a complex, mission-critical travel operation going on 24/7 to bring seafarers to the ships where they're needed, when they're needed. That's called crew logistics, and without it, global trade wouldn't function.

But it's an operation often built on manual processes and legacy systems, meaning high-stress for operators, an unreliable experience for seafarers, and poor outcomes for the industry. That is until Tilla enters the scene.

Backed by strong investor support, with more than 10,000 crew changes executed in the platform each year across over 600 vessels globally, our platform is a game changer in crew logistics, streamlining collaboration between operators and seafarers, making crew operations more humane, efficient, and cost-effective.

Join us on the next chapter of our growth journey and tackle this overlooked yet critical global challenge: every crew change, optimized and digital.

Your mission

Be the person who keeps Tilla's users in APAC productive and well looked after, onboarding new customers in the region and resolving their day-to-day issues. Customers will judge Tilla by how you handle things, so attention to quality is key.

🤝 Help land new APAC customers by running user onboardings and driving early adoption

• Run onboarding sessions and user calls for new accounts in the region, mostly remotely and occasionally in person

• Support Customer Success Managers on pilot rollouts, keeping an eye on early adoption and following up with users who are struggling

• Turn common onboarding questions into clear help-centre articles and onboarding material
  

🛠️ Keeping APAC users unblocked by owning day-to-day issue resolution

• Triage and resolve support requests across live chat and email, taking them from first contact to resolution during APAC hours

• Diagnose product issues and carry out operational set-up in our internal tooling (creating users, assigning vessels, creating and assigning ports)

• Escalate bugs to Engineering with clear reproduction steps, and keep customers informed while fixes are on their way
  

🧭 Protecting customer relationships across the region by being a reliable, local point of contact

• Coordinate with Customer Success Managers and travel partners on cross-team issues for accounts with users in the region

• Share recurring themes and customer sentiment by account so the wider team knows how each customer is doing

• Keep help articles and saved replies up to date as new issues come up
  
  

You should have

• Experience: 2–4 years in customer support, customer success, or technical support, ideally in B2B SaaS

• Experience: running user onboardings, trainings, or product walkthroughs for business customers

• Experience: Maritime, marine crewing, other shipping, or travel industry context is a strong plus

• Confident technical troubleshooting: comfortable digging into a product, reading error messages, and working out what has gone wrong before escalating

• Clear, warm customer communication in writing and on calls, including with frustrated users and people who would rather not change how they work

• A disciplined approach to managing a queue against response times without letting quality slip

• Good judgement working on your own, knowing what you can resolve, what needs escalating, and how to keep things moving while colleagues in other timezones are offline

• A habit of turning repeat questions into better help content

• Comfort picking up new tools quickly, including support and ticketing platforms, documentation tools, and project-tracking tools

• Energy, initiative, and a level head in the ambiguity of a growing company

• Experience or interest in early-stage or growth-stage startups.

• Based in Philippines, comfortable with flexible hours to cover the APAC timezone, occasional weekend work, and occasional travel within the region.

• Fluency in English. Other languages are a plus.

Why Join Us?

• Tackle a unique industry challenge with global impact

• Be part of an international, mission-oriented, supportive and fun team

• Do your best work, with leading-edge AI tools for all team members

• Benefit from support and budget for your learning and development

We believe that employing a diverse workforce is central to our success at Tilla. We make hiring decisions based on your experience and skills. Therefore, we welcome applications from all members of society, regardless of age, gender, disability, sexual orientation, race, religion or belief.