Customer Support Consultant – Remote (Talent Pool)

About the role

Join Sendcloud’s growing support team as a Customer Support Consultant. Working remotely from Barcelona, you will be the primary point of contact for B2B merchants using our e‑commerce shipping platform, helping them resolve onboarding questions, shipping issues, and complex escalations.

Key responsibilities

• Handle merchant inquiries across phone, live chat, and ticketing systems, ensuring timely and accurate resolutions.
• Own a multichannel queue, prioritising tickets based on urgency while maintaining high quality.
• Diagnose and resolve problems related to shipping, tracking, returns, billing, and platform functionality.
• Identify recurring pain points, document them and escalate to product or engineering teams for long‑term fixes.
• Develop deep knowledge of Sendcloud’s carrier ecosystem and integrations to become a go‑to resource for both customers and colleagues.
• Collaborate with the wider Support team to share best practices and improve overall service standards.

Required profile

• Strong desire to help people and remain patient with complex or frustrated customers.
• Ability to stay calm under high‑volume conditions and efficiently prioritise tasks.
• Proactive problem‑solver who takes ownership rather than passing issues on.
• Full professional proficiency in English (written and spoken).

Required skills

• Excellent written and verbal communication in English.
• Experience using multi‑channel support tools (phone, live chat, ticketing systems).
• Ability to quickly learn technical product details and convey them in simple terms.