Customer Support Consultant (German Speaker) - Remote from Lisbon

Sendcloud; Portugal; Presencial; EUR 21 000 - 24 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Learning budget (€2,000)

Daily meal card (€7.63/day)

Paid vacations (22 days)

Sabbatical every 3 years (4 weeks)

Home office budget (€500)

Pension scheme

Virtual team socials

Sendcloud Bar events

Resumo da oferta

Sendcloud is seeking a Customer Solution Specialist for the DACH market to be the frontline contact for our B2B merchants—handling onboarding questions, shipping escalations, and complex inquiries with speed and clarity.

You’ll manage multi-channel queues (calls, chat, tickets), translate technical details into actionable steps, own your queue with urgency, and grow into expert knowledge that can lead to QA or process improvements.

Qualificações

• Full professional proficiency in English, plus German.
• Based in Vale Do Tejo region in Portugal (remote).
• Strong multitasking ability across multiple channels.
• Customer-facing experience is a plus, but attitude and communication matter more.

Responsabilidades

• Support merchants across calls, live chat, and tickets — resolving shipping, tracking, returns, and platform issues.
• Guide customers through Sendcloud’s platform with clear, actionable steps.
• Own your queue with urgency and accountability; treat every open ticket as a merchant waiting.
• Identify recurring pain points and elevate them for upstream fixes rather than patches.
• Build deep product knowledge across carrier ecosystem and integrations.
• Collaborate with Support team to maintain consistency and raise service quality.

Conhecimentos

English proficiency

German proficiency

Multitasking

Customer-facing experience

Descrição da oferta de emprego

Fully remote from Lisbon/Vale do Tejo Region | 40hrs per week

This is what you tell people at parties

We didn't become Europe's leading e-commerce shipping platform by playing it safe. Sendcloud powers 30,000+ online retailers, marketplaces, and fulfillment companies. Helping them ship smarter, grow faster, and actually get shit done for their customers. Boring logistics? Not here. We're building the platform that solves shipping, at scale, globally!

The Role

• As a Customer Solution Specialist for our DACH market, you are a primary point of contact for our B2B merchants — handling everything from onboarding questions to complex shipping escalations with speed and clarity.
• You manage a multichannel queue across calls, live chat, and tickets, maintaining quality and responsiveness across every format and every level of urgency.
• Your work directly shapes how merchants experience Sendcloud. When things go wrong — a delayed shipment, a billing question, a confusing integration — you're the person who makes it right.
• Over time, you build specialised expertise that can take you into quality assurance, coaching, or process improvement — there is a clear path forward for people who bring curiosity and ownership to the role.

What you'll do

• Support merchants across calls, live chat, and tickets — resolving issues related to shipping, tracking, returns, and platform functionality
• Guide customers through our platform with confidence and clarity, translating technical complexity into practical next steps
• Own your queue with urgency and accountability — every open ticket is a merchant waiting, and you treat it that way
• Identify recurring pain points and elevate them with clear context, helping the team fix issues upstream rather than patch them repeatedly
• Build deep product knowledge across our carrier ecosystem and integrations, becoming a go-to resource for your colleagues as well as customers
• Collaborate with teammates across the Support team to share knowledge, maintain consistency, and raise the overall quality of service

What you bring to the table

Personally

• You genuinely enjoy helping people — you don't lose patience when problems are complex or customers are frustrated, because that's when good support matters most
• You stay calm under volume. A busy queue gives you energy rather than draining it, and you know how to prioritise without losing quality
• When you don't know the answer, you find it. You take ownership of problems rather than passing them on

Professionally

• Full professional proficiency in English, plus German — spoken and written (required)
• Based in Vale Do Tejo (required). There is a preference for Lisbon, as this is where our Hub will be if this is opened in the future.
• Strong multitasking ability — comfortable managing multiple simultaneous conversations across different channels
• Experience in a customer-facing role is a plus, but not required — we value attitude and communication skills over résumé length
• Comfortable with digital tools and able to learn new platforms quickly

Our Values

• No bullshit: Big egos suck. Be open, honest and transparent. Share your mistakes openly and learn from them. Don’t just talk about problems, solve them.
• Grow & win: Be highly curious, adaptable & proactive. Embrace discomfort and change. Keep an open mindset and learn from others. You invest in our growth, so we invest in yours.
• Have fun: Work hard, laugh harder. Not everything has to be serious. Be yourself, especially if you’re the good kind of crazy. Sendcloud is an adventure, not a corporate maze, enjoy the ride.

Benefits

Salary — €1900 - €2150 (14 installments)

Brain Benefits — €2,000 learning budget

• Courses, certifications & conferences
• Growth in an international team

Meal Benefits — Daily meal card via Coverflex (€7.63/day, tax-free)

Time Benefits — 22 days of paid vacations per year

• Extra day off on your birthday

Sabbatical Benefits — 4 weeks of extra, fully paid leave every 3 years

Home Benefits — €500 home office budget

• We may open a small optional hub in the future for anyone who'd like an office to work from occasionally, but there's no set plan or date for this yet

Future Benefits — Pension scheme

Vibe Benefits — Virtual team socials

• After-hours drinks at the Sendcloud Bar (for anyone visiting HQ)