Customer Support Consultant (French Speaker)

About the role

As a Customer Support Consultant you will be the main point of contact for B2B merchants using Sendcloud’s shipping platform. Working remotely from the Lisbon/Vale do Tejo region, you will handle onboarding queries, shipping escalations and everyday platform questions, ensuring merchants receive fast and clear assistance.

Key responsibilities

• Respond to merchant inquiries via phone, live chat and ticketing system, covering shipping, tracking, returns and platform functionality.
• Own your queue, prioritising tickets and calls while maintaining high quality and response times.
• Identify recurring issues, provide detailed context and help drive upstream fixes.
• Develop deep knowledge of Sendcloud’s carrier ecosystem and integrations to become a go‑to resource for both customers and teammates.
• Collaborate with the Support team to share best practices, maintain consistency and raise overall service quality.

Required profile

• Full professional proficiency in French and English, both spoken and written.
• Based in the Vale do Tejo region (Lisbon preferred).
• Calm under high volume, able to multitask across multiple communication channels.
• Proactive problem‑solver who takes ownership rather than passing issues on.
• Positive attitude and strong communication skills; prior customer‑facing experience is a plus but not mandatory.

Required skills