Customer Experience Specialist (Maritime SaaS)

Location: Chennai, India

Company

hirify.global develops digital solutions for the maritime industry that use data and technology to optimize operations and reduce CO2 emissions.

What you will do

• Provide prompt, high-quality customer support through FreshService, Intercom, email, phone, and other channels.
• Troubleshoot complex technical and functional issues, identify root causes, resolve problems, and escalate when necessary.
• Onboard new customers and guide users in adopting the platform and its services.
• Collaborate with product, engineering, and commercial teams to share feedback and improve the customer experience.
• Maintain current knowledge of products, integrations, and platform functionality.
• Create and update internal documentation, FAQs, and customer-facing knowledge bases.

Requirements

• More than 3 years of experience in customer support or technical support.
• Strong experience in customer-facing roles within B2B SaaS environments.
• In-depth understanding of the maritime or marine industry.
• Ability to communicate complex ideas clearly in English.
• Analytical thinking, creative problem-solving, proactive learning, and a focus on end-to-end customer experience.

Nice to have

• Experience in a B2B SaaS setting.
• Interest in emerging technologies such as Generative AI.

Culture & Benefits

• Work within a diverse international organization of more than 550 professionals representing over 38 nationalities.
• Collaborative culture focused on growth, inclusion, honesty, trust, and sustainability.
• Opportunity to contribute to reducing emissions in global maritime trade.
• Full-time employment.