{"id":3976437,"url":"https://alion.io/job/tilla-customer-support-specialist","title":"Customer Support Specialist","company":{"id":688653,"name":"Tilla","domain":"tilla.tech","url":"https://alion.io/company/tilla","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"APAC time zones","utc_offset_min":5.5,"utc_offset_max":10},"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-09T16:51:22Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T18:16:42Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nOver 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.\nBut 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.\nBacked 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.\nJoin us on the next chapter of our growth journey and tackle this overlooked yet critical global challenge: every crew change, optimized and digital.\nYour mission\nBe 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.\nHelp land new APAC customers by running user onboardings and driving early adoption\nRun onboarding sessions and user calls for new accounts in the region, mostly remotely and occasionally in person\n\nSupport Customer Success Managers on pilot rollouts, keeping an eye on early adoption and following up with users who are struggling\n\nTurn common onboarding questions into clear help-centre articles and onboarding material\n\nKeeping APAC users unblocked by owning day-to-day issue resolution\nTriage and resolve support requests across live chat and email, taking them from first contact to resolution during APAC hours\n\nDiagnose product issues and carry out operational set-up in our internal tooling (creating users, assigning vessels, creating and assigning ports)\n\nEscalate bugs to Engineering with clear reproduction steps, and keep customers informed while fixes are on their way\n\nProtecting customer relationships across the region by being a reliable, local point of contact\nCoordinate with Customer Success Managers and travel partners on cross-team issues for accounts with users in the region\n\nShare recurring themes and customer sentiment by account so the wider team knows how each customer is doing\n\nKeep help articles and saved replies up to date as new issues come up\n\nYou should have\nExperience: 2-4 years in customer support, customer success, or technical support, ideally in B2B SaaS\n\nExperience: running user onboardings, trainings, or product walkthroughs for business customers\n\nExperience: Maritime, marine crewing, other shipping, or travel industry context is a strong plus\n\nConfident technical troubleshooting: comfortable digging into a product, reading error messages, and working out what has gone wrong before escalating\n\nClear, warm customer communication in writing and on calls, including with frustrated users and people who would rather not change how they work\n\nA disciplined approach to managing a queue against response times without letting quality slip\n\nGood 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\n\nA habit of turning repeat questions into better help content\n\nComfort picking up new tools quickly, including support and ticketing platforms, documentation tools, and project-tracking tools\n\nEnergy, initiative, and a level head in the ambiguity of a growing company\n\nExperience or interest in early-stage or growth-stage startups.\n\nBased in Philippines, comfortable with flexible hours to cover the APAC timezone, occasional weekend work, and occasional travel within the region.\n\nFluency in English. Other languages are a plus.\n\nWhy Join Us?\nTackle a unique industry challenge with global impact\n\nBe part of an international, mission-oriented, supportive and fun team\n\nDo your best work, with leading-edge AI tools for all team members\n\nBenefit from support and budget for your learning and development\n\nWe 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.","description_format":"text","description_chars":4757,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Custom Software Development","Supply Chain & Logistics Software"],"lifecycle":[{"event":"open","at":"2026-11-09T18:16:42Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":8,"reasons":["conf:2","win:early","comp:junior"],"computed_at":"2026-11-09T21:04:48Z"},"pay":null,"html_url":"https://alion.io/job/tilla-customer-support-specialist","json_url":"https://alion.io/job/tilla-customer-support-specialist.json","meta":{"generated_at":"2026-11-09T21:04:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9085,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":688653},"rest":"https://alion.io/mcp/rest/get_company?id=688653"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftilla-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftilla-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftilla-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tilla-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftilla-customer-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3976437}},{"tool":"search_jobs","arguments":{"company":"tilla.tech","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3976437},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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