Customer Support Consultant (Dutch Speaker) - Remote from Lisbon

📍Fully remote from Lisbon/Vale do Tejo Region | 🗓️ 40hrs per week

• As a Customer Support Consultant, you are a primary point of contact for our B2B merchants — handling everything from onboarding questions to complex shipping escalations with speed and clarity.

• You manage a multichannel queue across calls, live chat, and tickets, maintaining quality and responsiveness across every format and every level of urgency.

• Your work directly shapes how merchants experience Sendcloud. When things go wrong — a delayed shipment, a billing question, a confusing integration — you're the person who makes it right.

• Over time, you build specialised expertise that can take you into quality assurance, coaching, or process improvement — there is a clear path forward for people who bring curiosity and ownership to the role.

• Support merchants across calls, live chat, and tickets — resolving issues related to shipping, tracking, returns, and platform functionality

• Guide customers through our platform with confidence and clarity, translating technical complexity into practical next steps

• Own your queue with urgency and accountability — every open ticket is a merchant waiting, and you treat it that way

• Identify recurring pain points and escalate them with clear context, helping the team fix issues upstream rather than patch them repeatedly

• Build deep product knowledge across our carrier ecosystem and integrations, becoming a go-to resource for your colleagues as well as customers

• Collaborate with teammates across the Support team to share knowledge, maintain consistency, and raise the overall quality of service