Product Support Specialist, Holocene

SEA Region

Salary not provided

Intercom

Slack

Junior and Mid level

Remote from Europe, UK

More information about location

AI for global trade & logistics

Job no longer available

AI for global trade & logistics

1-20 employees

B2BArtificial IntelligenceLogisticsTradingSupply ChainSaaS

Job no longer available

Salary not provided

Intercom

Slack

Junior and Mid level

Remote from Europe, UK

More information about location

1-20 employees

B2BArtificial IntelligenceLogisticsTradingSupply ChainSaaS

Company mission

To develop an AI model that can replicate human society and predict the supply chain impact of any kind of event or trend - from extreme weather and political unrest to complex consumer behaviors.

Job

Company

Role

Who you are

Strong written English (chat/email support experience)
SaaS or web-based platform support experience
Intercom and Slack familiarity
Experience creating support documentation
Understanding of SLAs and global support models
Exposure to enterprise customer environments
Supply chain knowledge preferred
Customer empathy and professionalism
Structured communication & problem-solving mindset
High learning agility and ownership
Strong attention to detail

What the job involves

We are hiring Product Support Specialist (SEA Region)s to build and provide L1 support for our global B2B SaaS platform serving enterprise clients
This role acts as the first point of contact for technical inquiries, drives high-quality resolution, monitors product usage quality, identifies bugs, and ensures structured escalation to higher tiers
The position is fully written (non-voice) and requires accuracy, speed, and strong product learning capability
Customer & L1 Technical Support
Respond to inquiries via chat and email in clear, professional English
Resolve common issues (login, permissions, configuration, product usage)
Follow troubleshooting playbooks and internal workflows
Maintain professional tone and expectation management
Ticket & SLA Management
Accurately categorise, prioritise, and document tickets
Use macros/templates consistently
Ensure clear internal notes and handovers
Adhere to SLA and priority frameworks across time zones
Internal Support & Escalation
Identify and escalate issues to L2 when required
Partner with Q&A to validate reproducibility and impact
Submit high-quality bug reports (clear summary, reproduction steps, logs, business impact)
Detect recurring patterns indicating product defects
Proactive Enablement
Develop support content (Help Centre, Academy)
Build scalable enablement systems
Contribute to root cause feedback loops
Align support performance with customer success outcomes
What Success Looks Like:
Fast, accurate first responses with strong first-contact resolution for L1 issues
Clear, high-quality cross-team escalations that accelerate customer resolution
Consistent SLA adherence supported by proactive quality monitoring
Measurable impact through the development of enablement systems
High customer satisfaction, reflected in strong CSAT results

Our take

Holocene is a startup focused on revolutionising trade compliance and logistics. Although it's still in the early stages, the company is already showing great potential by offering solutions that simplify and integrate the complex, ever-changing global trade regulations and policies. Something that can greatly improve the efficiency of logistics and supply chain companies.

It’s encouraging that Holocene was backed and partly incubated by Berlin-based startup company builder BEAM, as well as Beumer Group – a multinational intralogistics systems manufacturer operating in 70 countries.

While the early signs are promising for the startup, the next big steps will be to secure significant funding to scale while expanding its customer base in Germany.

Steph

Company Specialist at Welcome to the Jungle

Company

Company HQ

Kollwitzkiez, Berlin, BE

Leadership

Navneet Lekshminarayanan

(Co-Founder & CEO)

Former Head of Sales at HackerEarth (Recruitment software), and DoSelect (acquired by Naukri.com).

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