Customer Support Consultant – French Speaker (Remote, Lisbon)

About the role

As a Customer Support Consultant you will be the first point of contact for B2B merchants using Sendcloud’s shipping platform. Working fully remotely from the Lisbon area, you will help merchants resolve onboarding questions, shipping issues, billing queries and technical problems across phone, live‑chat and ticket channels.

Key responsibilities

• Respond to merchant inquiries via calls, live chat and ticketing system, ensuring timely and accurate resolutions.
• Guide customers through the platform, translating technical details into clear, actionable steps.
• Own and prioritize your queue, treating each open ticket as a waiting merchant.
• Identify recurring issues and communicate them to product and operations teams for upstream fixes.
• Develop deep knowledge of Sendcloud’s carrier ecosystem and integrations to become a go‑to resource for colleagues and customers.
• Collaborate with the Support team to share best practices and maintain service quality.

Required profile

• Fluent in French and English, both spoken and written.
• Based in the Vale do Tejo region, preferably Lisbon.
• Enjoy helping people and stay calm under high‑volume conditions.
• Strong ownership mindset – you find answers when you don’t know them.
• Excellent multitasking ability across multiple communication channels.

Required skills