Customer Support Consultant – Remote (Lisbon)

About the role

Join Sendcloud’s fast‑growing support team as a Customer Support Consultant. Working remotely from the Lisbon/Vale do Tejo region, you will be the primary point of contact for B2B merchants, helping them navigate shipping, tracking, returns and platform functionality.

Key responsibilities

• Handle merchant inquiries via calls, live chat and tickets, ensuring quick and clear resolutions.
• Own a multichannel queue, prioritising tickets while maintaining high quality service.
• Identify recurring issues, document them and collaborate with product teams to drive upstream fixes.
• Develop deep knowledge of Sendcloud’s carrier ecosystem and integrations to become a go‑to resource for colleagues and customers.
• Share best practices with the support team to raise overall service standards.

Required profile

• Genuine passion for helping people and staying calm under pressure.
• Ability to manage high‑volume queues without sacrificing quality.
• Proactive problem‑solver who takes ownership of issues.

Required skills

What we offer

• Fully remote work from Lisbon with a 40‑hour week.
• Opportunity to grow into quality assurance, coaching or process‑improvement roles.
• Being part of Europe’s leading e‑commerce shipping platform.