Remote B2B Customer Support Consultant (German/English)

Sendcloud; United States; Remote; USD 22,000 - 35,000; Full time

Benefits offered by this job

€2,000 learning budget

€500 home office budget

28 days of paid vacations per year

Sabbatical/extra leave every 3 years

Virtual team socials

Job summary

Sendcloud is seeking a fully remote Customer Support Consultant based in Osijek, Croatia. You will handle onboarding questions and complex shipping escalations for B2B merchants, across calls, live chat, and tickets, with speed and clarity.

You’ll build specialised expertise over time, enabling movement into QA, coaching, or process improvement, while shaping merchant experiences and maintaining high-quality service across channels.

Qualifications

• Genuine enjoyment in helping people, especially when problems are complex or customers are frustrated.
• Stay calm under high volume and prioritise without sacrificing quality.
• When you don't know the answer, you find it and follow up promptly.
• Take ownership of problems rather than passing them on.
• Professional proficiency in German and English (spoken and written).
• Based in Osijek, Croatia (remote role)
• Strong multitasking across multiple channels.
• Customer-facing experience is a plus, attitude and communication matter more than résumé length.
• Comfortable with digital tools and quick to learn new platforms.

Responsibilities

• Support merchants across calls, live chat, and tickets, resolving shipping, tracking, returns, and platform issues.
• Guide customers through Sendcloud’s platform with clarity, translating technical details into actionable steps.
• Own your queue with urgency and accountability; treat every open ticket as a live merchant.
• Identify recurring issues and elevate them with clear context to help teams fix root causes.
• Build deep product knowledge across carrier integrations to assist colleagues and customers.
• Collaborate with the Support team to share knowledge and raise overall service quality.

Skills

German fluency

English fluency

Customer support

Multitasking

Ownership

Problem solving

Tools

CRM systems

Ticketing tools

Job description

Sendcloud is seeking a fully remote Customer Support Consultant based in Osijek, Croatia. You will handle onboarding questions and complex shipping escalations for B2B merchants, across calls, live chat, and tickets, with speed and clarity.

You’ll build specialised expertise over time, enabling movement into QA, coaching, or process improvement, while shaping merchant experiences and maintaining high-quality service across channels.