Customer Experience Specialist

At ZeroNorth, we are at the forefront of transforming the shipping industry through digital innovation. Our solutions go beyond optimising 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, San Diego, Singapore, Sofia, and Tokyo.

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

Customer Experience Specialist at ZeroNorth

As a 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:

• 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.

• Demonstrate more than 3 years of experience in customer or technical support, ideally within a B2B SaaS setting, and a comprehensive understanding of the maritime/marine industry.

• Communicate complex ideas clearly in English, stay proactive and growth-oriented, and show keen interest in emerging technologies such as Generative AI.

Your profile:

• Driven to learn continuously and embrace new challenges.

• Strong background in customer-facing roles within B2B SaaS environments.

• In-depth understanding of the maritime/marine sector.

• Combines analytical thinking with creative solutions to address complex issues.

• Passionate about delivering exceptional, end-to-end customer experiences.

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.