Customer Service Specialist (f/m/d)

Remote, Hamburg

Part-time

Permanent employee

Your mission

As a Customer Service Specialist, you will support Closelink’s international customers in the shipping industry with platform-related queries, system issues, and operational processes.

You will act as a first point of contact for customer inquiries, handle tickets related to system integrations and order flows, maintain accurate data, and support customer onboarding. The role is operational and execution-focused, requiring a structured and independent working style, strong attention to detail, and clear communication.

You will work within the Customer Success team, but also collaborate closely with internal teams (Product, Engineering, Sales) within defined processes and escalation paths.

Key Responsibilities

Ticket Management & System Support

First-line support to customers (shipping companies & marine lubricant suppliers)
Ticket handling and troubleshooting in Freshdesk and Freshchat related to platform usage, order transmissions, and system integrations
Take responsibility for managing the ticket lifecycle, ensuring structured tracking, prioritization, and timely follow-up until resolution
Accurate documentation of cases and actions in our internal knowledge-base (Confluence)
Manage multiple cases simultaneously

Onboarding & Data Management

Support the onboarding of new customers
Maintain and update system data
Work confidently with spreadsheets and structured data files

Who we are looking for

Qualifications & Skills

Minimum 2–3 years of experience in customer service, helpdesk, or support within a SaaS environment
Fluency in English (written and spoken); additional languages are a plus
Experience working with ticketing systems (e.g. Freshdesk)
Confident use of digital (collaboration) tools such as Slack, Teams, Confluence, Microsoft Excel, and Google Suite
Experience with ERP systems or system integrations is a plus
Familiarity with the shipping industry or maritime procurement is a plus

Personal Competencies

Structured, detail-oriented and reliable
Independent and self-motivated working style
Prioritization and multitasking abilities
Strong communication and interpersonal skills, with the ability to adapt to different user types, seniority levels, and cultural backgrounds across an international customer base

Why us?

To support you in your role, we offer:

Flexible working hours and hybrid/remote work options
Real work-life balance – overtime is an exception, not the rule
30 vacation days per year (based on a five-day work week)
A centrally located office in Hamburg
Competitive compensation aligned with market standards
The right tools and equipment to do your job well

About us

Closelink is on a mission to become a leading technology platform in the maritime industry, focused on the procurement of ship supplies. We are headquartered in Hamburg and serve a global customer base across ship owners, operators, and
suppliers. We are currently accelerating our growth through investments in our commercial capabilities (team, activities, professionalization).

If all of this excites you, we would love to get to know you! Apply by sending us an email to career@closelink.com in which you share your CV and tell us more about yourself and why you are a great fit.