Support Agent

Rotterdam Innovation City; Barendrecht; Remote; EUR 35,000 - 48,000; Full time

Benefits offered by this job

Paid vacation/sick leave per year

Flexible hours

Competitive compensation

Professional development opportunities

Supportive team culture

Job summary

A leading global print-on-demand platform is seeking a Support Agent to deliver fast and empathetic support to customers. In this full-time role, you'll manage inquiries through various channels, ensuring smooth order processing and collaborating with internal teams to resolve issues. The ideal candidate has at least 2 years of customer support experience and is skilled in troubleshooting. This position is remote, offering flexible hours and opportunities for professional development.

Qualifications

• 2 years of customer support experience preferably in SaaS, tech, e-commerce, or logistics.
• Comfortable troubleshooting using logs, screenshots, error messages, and reproduction steps.
• Tech-savvy, quick learner, and calm under pressure.
• Comfortable troubleshooting using logs, screenshots, error messages, and reproduction steps.
• Experience with tools like HubSpot, Slack, Teams and Microsoft Suite.
• Comfortable working independently in a remote environment.
• Tech‑savvy, quick learner, and calm under pressure.

Responsibilities

• Serve as the first point of contact for customer inquiries via multiple channels.
• Monitor, analyze, and troubleshoot customer orders across the platform.
• Identify patterns in reported issues and proactively suggest product improvements.

Skills

Customer support experience

Excellent written and spoken English

Strong troubleshooting skills

Analytical thinking

Multitasking abilities

Technical savvy

Tools

HubSpot

Slack

Teams

Microsoft Suite

Job description

About Cloudprinter

Cloudprinter.com is a leading global print‑on‑demand platform, enabling e‑commerce merchants, creators, publishers and enterprises to print & ship locally in 104 countries through a unified print network.

We provide an all‑in‑one solution: print API, ready integrations (Shopify, WooCommerce, Amazon, etc.), thousands of product templates, and a mission to scale worldwide with quality and sustainability.

As we grow, we’re looking for a Support Agent to join our Support team and be a part of the most critical, client facing part of our team.

Role overview

You will serve as the first point of contact for customers across chat, email, and phone, providing fast, accurate, and empathetic support. This includes troubleshooting platform issues, guiding users through workflows, and ensuring print orders move smoothly through the system. You’ll monitor and resolve order‑related problems in collaboration with internal teams and partners, document and escalte issues when needed, and maintain expert‑level knowledge of the platform and new features.

This is a full‑time role (40 hours per week) with shift‑based scheduling, requiring availability to work an 8‑hour shift.

What you'll do

1. Customer Support & Success

• Serve as the first point of contact for customer inquiries via multiple channels
• Diagnose issues and provide technical and workflow support with speed, clarity, and empathy.
• Deliver product guidance and best practices to help users maximize value from the platform.

2. Order Management & Issue Resolution

• Monitor, analyze, and troubleshoot customer orders across the Cloudprinter platform.
• Ensure every order has a documented next step and meets internal SLAs.

3. Continuous Improvement

• Identify patterns in reported issues and proactively suggest product improvements.
• Contribute to internal knowledge bases and help centre content.
• Participate in QA, feature testing, and feedback loops with the Product team.

Requirments

• 2 years of customer support experience (SaaS, tech, e‑commerce, or logistics preferred)
• Excellent written and spoken English
• Strong troubleshooting skills, analytical thinking, and multitasking abilities
• Comfortable troubleshooting using logs, screenshots, error messages, and reproduction steps.
• Experience with tools like HubSpot, Slack, Teams and Microsoft Suite
• Comfortable working independently in a remote environment
• Tech‑savvy, quick learner, and calm under pressure

Desirable (Strong Plus):

• Experience in the print industry or print‑on‑demand;
• Understanding of print workflows, APIs, and integration‑based fulfilment;
• Additional languages (e.g., Spanish, German, French) are a plus.

Technical Requirements:

• Stable high‑speed internet connection.
• Quiet, professional workspace suitable for voice support.
• Quality headset/audio equipment.
• Webcam for video calls and internal meetings.

What we offer

• Paid vacation/sick leave per year
• Flexible hours within your local timezone
• Competitive compensation and professional development opportunities in a global SaaS company
• Supportive, diverse, fully remote team culture

How to Apply

If you enjoy delivering clear, thoughtful support, resolving issues quickly, and helping customers across different regions with diverse needs, we’d love to hear from you. Please submit your CV along with a brief cover letter that outlines your experience in customer support.

We review all applications carefully and will get back to you if your profile fits our needs.