Customer Support Consultant (Dutch Speaker) from Lisbon

Sendcloud; United States; Remote; USD 24,000 - 27,000; Full time

Benefits offered by this job

Learning budget

Meal card

Paid vacation

Sabbatical

Team events

Job summary

Sendcloud is seeking a Customer Support Consultant to serve B2B merchants. This fully remote role supports onboarding and escalations across calls, live chat, and tickets, while maintaining high quality and responsiveness.

You will help merchants navigate shipping, tracking, and platform functionality with clear guidance. The ideal candidate is a native Dutch speaker with strong English proficiency, based in Vale Do Tejo, with a passion for customer care and problem solving.

Qualifications

• Native Dutch speaker with full professional proficiency in English (spoken and written).
• Based in Vale Do Tejo region is required.
• Strong multitasking ability and ability to manage multiple conversations across channels.
• Experience in a customer-facing role is a plus, but not required.

Responsibilities

• Support merchants via calls, live chat, and tickets—resolve shipping, tracking, returns, and platform issues.
• Guide customers through the Sendcloud platform with clear, practical steps.
• Own your queue with urgency and accountability; treat every open ticket as urgent.
• Identify recurring pain points and elevate them with context to improve processes.

Skills

Dutch (native)

English proficiency

Multitasking

Customer support

Job description

Описание

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!

• As a Customer Support Consultant, 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.

Задачи

• 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 and more

Требования

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 Native Dutch speaker + full professional proficiency in English 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.

Условия

• 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
• Vibe Benefits — Virtual team socials · After-hours drinks at the Sendcloud Bar (for anyone visiting HQ)