Remote B2B Support Consultant for Merchants

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

Benefits offered by this job

Salary €1900-€2150

Learning budget €2000

Meal card €7.63/day

Paid vacation 22 days

Sabbatical after 3 years

Home office budget €500

Virtual team socials

Job summary

Sendcloud, Europe’s leading e-commerce shipping platform, is seeking a Customer Support Consultant to be the primary contact for B2B merchants. You will handle onboarding questions and complex shipping escalations with speed and clarity across calls, live chat, and tickets.

Based remotely in the Lisbon/Vale do Tejo region, you will manage a multi-channel queue, ensure quality, and deliver solutions when shipments are delayed, billing questions or integration issues arise.

Qualifications

• Multichannel support experience (calls, live chat, tickets).
• Ability to onboard customers and handle escalations quickly.
• Strong communication to translate technical details into clear steps.
• Willingness to own issues and follow through to resolution.
• Fluency in Spanish (native) and English (written and spoken).

Responsibilities

• Support merchants across calls, live chat, and tickets—shipping, tracking, returns, and platform issues.
• Guide customers through the Sendcloud platform with clear, actionable steps.
• Own your queue with urgency and accountability for each ticket.
• Identify recurring pain points and escalate to improve upstream processes.
• Build deep product knowledge across carrier integrations and share with team.

Skills

Multichannel support

Problem solving

Customer-facing

Ownership

Learn quickly

Spanish (native)

English proficiency

Job description

Sendcloud, Europe’s leading e-commerce shipping platform, is seeking a Customer Support Consultant to be the primary contact for B2B merchants. You will handle onboarding questions and complex shipping escalations with speed and clarity across calls, live chat, and tickets.

Based remotely in the Lisbon/Vale do Tejo region, you will manage a multi-channel queue, ensure quality, and deliver solutions when shipments are delayed, billing questions or integration issues arise.