Customer Support Consultant (Italian Speaker) from Lisbon

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

Benefits offered by this job

Salary €1900–€2150 (14 installments)

Learning budget €2000 for courses &认证s

Meal card €7.63/day (tax-free)

22 days paid vacation per year

4 weeks sabbatical every 3 years

€500 home office budget

Virtual team socials

After-hours drinks at Sendcloud Bar

Job summary

Sendcloud is seeking a dedicated Customer Support Consultant to serve our B2B merchants. You will handle onboarding questions, shipping escalations, and complex queries across calls, live chat, and tickets, ensuring fast, clear resolutions.

You will build deep product knowledge across carrier integrations and support processes, with a clear path toward QA, coaching, or process improvements for motivated team players.

Qualifications

• Proficient in Italian and English (spoken and written).
• Based in Vale Do Tejo, Portugal (remote option).
• Strong multitasking and prioritisation in a fast-paced support environment.
• Customer-facing experience is a plus; attitude and communication matter most.

Responsibilities

• Provide primary support for B2B merchants via calls, chat and tickets with speed and clarity.
• Guide merchants through the Sendcloud platform and resolve onboarding and shipping escalations.
• Own and manage a multi-channel queue, maintaining high-quality responses across formats.
• Collaborate with the Support team to share knowledge and raise service quality.

Skills

Italian language

English language

Job description

Location & Working Hours

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

Job Description

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.

Tasks

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

Requirements

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 both Italian and 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.

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