Junior Customer Support Agent (Marine Ops)

WHO WE ARE

We are Harbor Lab, an innovative B2B software startup that aims to bring new value to the Shipping community. Our vision is to completely reshape how Shipping Companies and Port Agents operate, provide transparency, and ensure efficiency for all involved parties. We add value to both sides by helping save time, cut costs and make informed decisions. 

Harbor Lab has also been recognized as one of the Best Workplaces in 2022 & 2023 by the Great Place to Work Institute. 

ABOUT THE ROLE 

The Marine Operations Team is part of Harbor Lab’s Partners Support Department, which is responsible for assisting our platform users—including Port Agents, Vendors, and Shipping Companies. 

As a Junior Partners Support Agent, you will play a key role in supporting external stakeholders, primarily Port Agents, while also providing assistance to Shipping Companies. 

The role covers the entire Port Agent user journey—from registration to daily operational support—as well as assisting Shipping Companies by following up with Agents, on their behalf, to ensure timely submission of business-critical documents such as PDAs, FDAs, and others. At the same time, you will also be coordinating and collaborating with internal teams to identify solutions, ensuring seamless interactions with our platform for our users. 

WHAT YOU WILL BE DOING 

• Become a Harbor Lab product expert  
• Be the first point of contact of Port Agents and Vendors using the platform for their daily operations and address their queries via all our communication channels (primarily via live chat)  
• Develop deep understanding of Port Agents’ workflows and key Disbursement Accounts processes and expenses 
• Manage escalations and customer expectations on high priority issues in a timely manner to provide the best possible resolution   
• Collaborate across different functional teams that deliver appropriate and prompt solutions to clients and address customers’ concerns proactively and efficiently  
• Support KYP screening on several registered partner’s entities within the system reassuring compliance in the involved transactional parties  

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE 

• Bachelor’s or Master’s degree in Maritime/Shipping Operations or a related field (Degrees in Business Administration or Computer Science will also be considered)
• Prior experience in Customer Support roles within SaaS companies is not required but would be considered a strong asset
• Proven track record of consistently excelling in your role or responsibilities
• Self-motivated with a positive attitude and a proactive approach
• Ability to work both independently and collaboratively within a team
• Comfortable multitasking and managing priorities under tight deadlines
• Strong analytical thinking, attention to detail, and a goal-oriented mindset
• High levels of emotional intelligence and empathy in client-facing situations
• A people-first mindset, team spirit, and a willingness to share knowledge
• Excellent communication skills with the ability to actively listen, understand customer needs, and provide tailored solutions
• Fluency in English (both written and verbal) with the ability to communicate clearly and confidently
• Proficiency in Microsoft Office tools (Word, Excel, PowerPoint, etc.)
• Strong IT literacy and the ability to quickly adapt to new software tools
• Fulfilled military obligations, where applicable

WHAT WE OFFER

• Attractive compensation package based on experience and skillset
• 30 days of paid annual leave
• Private health insurance
• Flexible hours and the ability for remote working
• Yoga & Kick-boxing classes & Life Coach Sessions
• Cool start-up environment (with swag, and much more)
  

*Harbor Lab is certified as Great Place to Work in Greece and is an equal opportunity employer and prohibits discrimination on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

**Harbor Lab collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. We will keep your resume in our database for any future consideration. In case you want to be deleted from our database, you can contact us at people@harborlab.com

*** If you are applying to this job post, then we assume that you have the legal right to work in the EU.