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Partners Support Analyst

Harbor Lab

Harbor Lab

IT, Customer Service
Posted on Friday, June 28, 2024
About Harbor Lab

We are Harbor Lab, a forward-thinking B2B software startup dedicated to fostering trust within the maritime ecosystem. Our vision is to revolutionize the way Shipping Companies and Port Agents conduct their operations, leveraging transparency and innovation to optimize the maritime industry's last mile.

At Harbor Lab, we're committed to becoming the preferred partner for all maritime operations, driven by our core values of ambition, trustworthiness, genuine care for people, and agility. We bring value to both sides of the equation by streamlining processes, reducing costs, and facilitating well-informed decision-making. Our ultimate goal is to build trust in the maritime ecosystem and transform the way maritime businesses operate.

Harbor Lab has also been recognized as one of the Best Workplaces in 2021 & 2022 & 2023 by the Great Place to Work Institute.

About The Role

As a Partners Support Analyst, you will provide 1st level technical support to our customers for using our platform and collaborate with internal resources to troubleshoot and implement appropriate solutions.

What You Will Be Doing

  • Become a Harbor Lab product expert
  • Be the first point of contact of customers/partners using the platform for their daily operations and address their queries via all our communication channels (telephone, email, live chat)
  • Develop deep understanding of key clients' workflows that aid in resolving highly sophisticated issues
  • 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
  • Implement KYC screening on several registered partner's entities within the system reassuring compliance in the involved transactional parties
  • Work in shifts with rotation to effectively address Customer's inquiries and provide relevant solutions in a prompt and efficient manner



  • Two (2) years of prior experience in Partners Support/Customer Support, ideally in a SaaS company
  • Bachelor's degree in Business Administration/Maritime/Shipping Operations/Computer Science/Engineering or related field
  • People-first mindset, team spirit and knowledge sharing
  • Strong analytical skills and goal-oriented mindset with attention to detail
  • Advanced IT&C knowledge and capabilities to learn new software tools on the job
  • Evidence of consistently excelling at what you do
  • Strong motivation and positive attitude
  • Ability to work independently as well as part of a team and ability to multitask under pressing deadlines
  • Strong communication skills and the ability to follow customer narratives to understand their point of view and find appropriate solutions
  • Excellent knowledge of MS Office
  • Ability to communicate confidently and clearly in English, both verbally and in written



  • Attractive compensation package based on experience and skillset
  • 30 days of paid annual leave
  • Comprehensive private health insurance coverage for your entire family
  • Hybrid way of work
  • Yoga 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