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

As Tilla's Customer Support Specialist for the APAC region, you will be the face of the company in a critical growth market — ensuring new customers are successfully onboarded, users genuinely adopt the platform, and every issue is resolved with speed, care, and the kind of local presence that builds lasting trust.

🚀 Driving successful onboarding and user adoption / ensuring new APAC customers get up and running and stay there

• Lead user onboarding calls and training sessions, bringing new customers onto the platform with confidence and clarity

• Champion the product with sceptical users during pilot rollouts, turning resistance into genuine advocacy and long-term stickiness

• Track and report on user adoption and engagement, identifying accounts that need extra attention before issues escalate

🤝 Building trusted local relationships / delivering a customer experience that reflects the Tilla brand

• Serve as the face of Tilla in the region, building genuine relationships with customers and users through in-person meetings, calls, and ongoing engagement

• Represent Tilla professionally, warmly, and in a way that inspires confidence in the platform and the company

• Deliver polished, clear presentations to users, and customer and internal stakeholders that communicate value and build trust

🔧 Resolving issues and collaborating across teams / keeping users unblocked and the product improving

• Troubleshoot and resolve technical and operational issues for users across the region, handling complex B2B scenarios independently

• Collaborate closely with Customer Success and Product teams to surface recurring issues, escalate where needed, and close the loop with customers

• Maintain clear reporting on user and customer issues, providing data-driven visibility into regional support performance

You should have

• 2–4 years in a customer-facing support or success role within a SaaS or technology company

• A proven track record of driving product adoption and user satisfaction in a B2B environment, ideally with experience managing pilot rollouts or onboarding programmes

• SaaS and technical product fluency — you can get under the hood of a platform and troubleshoot confidently without needing to escalate every issue

• Problem solving and complex B2B troubleshooting — you stay calm under pressure and find solutions where others see dead ends

• Communication and confidence — you speak and write with clarity, inspire confidence in customers, and know how to adapt your style for different audiences

• Comfort with data and metrics — you can read, interpret, and communicate performance data clearly to both internal teams and external stakeholders

• Presentation skills — you are comfortable building and delivering presentations to customer groups, in person and virtually

• Brand representation — you take pride in how you show up, understanding that in a regional role you are Tilla to your customers

• Independence and high agency — you manage your own workload, solve problems without hand-holding, and proactively flag issues before they become crises

• Quality, diligence, and integrity — customers trust you, and you earn that trust by delivering what you promise, every time

• Experience in the maritime industry or marine crewing is a strong plus

• Experience or interest in early-stage or growth-stage startups is a plus

• Fluency in English. Other languages, particularly those spoken across the APAC region, are a strong plus.

• Ideally based in Mumbai; willingness to travel within the region as needed

Why Us

• Competitive compensation

• Flexible remote working arrangements, including work-from-home and async-friendly culture

• A chance to get in early at a purpose-driven startup with solid customer traction and a long-term vision

• The opportunity to help transform one of the world’s most critical and under-innovated industries

• A fun, collaborative, and ambitious team who values ownership, transparency, and real impact

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.