About Tradeshift
We are disrupting a typically stagnant environment by connecting companies of all sizes and providing them with the platform and network needed to create value from old processes like procurement, invoicing, payments, and workflow. We recognize that business is both messy and social - two revelations that have driven the development of Tradeshift, a platform for all your business interactions.

Team 
We’re the Product Support team that’s on the ground, making sure all of our users are getting everything they can out of the Tradeshift platform. We are looking for people that are inherently curious, know how to build relationships, and are ready to do what is needed to ensure our users are enabled to succeed.

We believe in empowerment and ownership by every member of our team. Each individual is autonomous but expected to be present in the interest of our users and the platform. The scope of the customer support team starts at the initial engagement of the product and extends through the life cycle of every account, and the challenges they will face. You will bridge the communication gap

cross-functionality within Tradeshift and do what is needed daily to keep our users alive and engaged.

What a day is like:

• Work in a global team of technical support engineers, collaborating with colleagues on multiple time zones
• Engage in escalation calls with customers and allocate resources efficiently to drive excellent customer satisfaction ​, including post-resolution cause analysis
• Secure quality of case handling, paying particular attention to communication, timely responses, and specific care for sensitive customers
• Troubleshoot, test, make sure that Customers operating on the Tradeshift platform have access to best-in-class support services
• Use the available tools to investigate customer cases raised in our ticketing system (investigations regarding API calls, databases, web traffic logs, various XML formatted business documents)
• Coordinate with the local Team Leader of Technical Support, as well as fellow technical support engineers to ensure the experience and performance of the global team is consistent and meeting their KPIs
• You will become a product expert within your team, every feature, every update, every customer, you know them all
• Monitor the customer experience of every customer account on Tradeshift and ensure they can access and fully always utilize the platform
• Continuously find ways to improve and streamline the support function and user experience

You’re perfect for this role if you:

• 2+ year experience in SaaS based customer account/operations support
• Cool and calm under pressure in a transactional environment
• Team player, be there for your colleagues as they will sure be there for you
• Strong prioritization and collaboration skills
• Highly data-driven mindset and a passion for analytics
• Experience with document formats CSV, XML, EDI or any other type of document business standards
• Technical awareness on transfer protocols and the tools associated (sFTP/FTP, Filezilla)
• Exposure to API troubleshooting tools (such as Postman or similar)
• Familiarity with databases (preferably MySQL)
• Bachelor's degree in Business, Operations or Computer Science (preferred, but not required)
• Excellent communication and presentation skills, highly refined interpersonal skills
• Business level control of the English language, be able to clearly communicate with internal and external stakeholders. Any other foreign language is considered an advantage

Location
Our Bucharest office is full of “rebels” - people who like to challenge the status quo. We’re a fun group always looking for ways to make an impact and we enjoy the freedom and autonomy we are allowed in our jobs. 

Culture 
Our culture began day one when three Danes poured their heart and soul into creating a platform that could connect every business in the world. We expect each employee to approach their work with the same amount of pride and passion. One day you might find us having a ping pong match in the middle of the work day, and then you’ll find us handing off projects to colleagues in different time zones so we can continue progress around the clock. 

TradeShifters come from various backgrounds and nations, and we all thrive off challenging the status quo. We take pride in nurturing employee happiness, encouraging personal development, and welcoming teammates from all walks of life.

Why you might like working here:

• You love autonomy and the freedom to get your work done how you want 
• You like sharing your opinions and feeling like they matter
• You want to work for a company that requires you to bring your whole self to work every day: brains, heart, and guts.
• Ambitious international startup, and agile environment in Bucharest, Romania
• Competitive compensation package
• Career and professional development opportunities (workshops, trainings etc.)
• Trips to design-camps for working with and learning from professionals in other countries
• Flexible work hours
• Company laptop provided
• Medical Subscription
• Meal tickets of 15 lei value for each working day
• Free drinks & snacks daily, fresh fruits every Monday and Wednesday
• Safe outdoor bike parking spot
• Access to Bookster
• Friendly and relaxed working atmosphere
• Relaxing spots, games - ping pong, board games
• Fun team-bonding events such as Team Camps, Hack-a-thons, Game & Field Days,
• Welcome Breakfast, Happy Hours, Birthdays Celebrations and more!