Support Advisor German Market

About us

At Auctane, we are united by a passion to help businesses deliver - whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items - over $200 billion worth - to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes.

About the role

This team is making it possible for Packlink to lead shipping services in Europe, working in 10 different countries. The team's mission is to delight our customers by effortlessly providing solutions; that is providing a simple and resolute customer service experience. We are growing fast, meaning that our customer service department will face strong new challenges to support business growth and will need to integrate new talents into his team !

What will you be doing?

• Attend live chats and reach customers on the phone when necessary.
• Support the sales team for queries related to customer service.
• Be the first point of contact to handle and resolve customer complaints.
• Provide friendly and efficient service, manage complaints and resolve situations between customers and providers.
• Respond professionally to inbound phone calls, chats and emails - Identify and escalate issues when necessary.
• Compose thoughtful and accurate message responses.
• Proactively and independently work to meet customer service KPIs.

What are we looking for?

We are looking for a highly motivated, experienced Customer Service Advisor. You must be native or proficient in French. Speaking multiple languages is a plus. You need to enjoy working in a fast-paced, dynamic environment and be very solution-driven. We're looking for friendly, proactive, customer-oriented profiles, eager to make a difference, go the extra mile while working in a very close-knit team environment. Your contribution to our service commitment right from the very start is key.

• This job is not for everyone, demonstrating empathy, kindness, and friendliness are key for this role.
• You are native a native French speaker
• Have a minimum of 2 years working in customer service, ideally within the logistics sector.
• You are familiar with online customer service platforms, including online chat and ticketing systems.
• You are not afraid of challenges, complaints and work well under pressure.
• Have strong communication and interpersonal skills.
• You are a people person, communicative, calm, and persuasive.
• You are team-oriented, enthusiastic, self-motivated, and quick learner. You are flexible in organising the workload and varying shifts with your team.

What will make you stand out?

• Experience in a SaaS company.
• Multi-cultural communication skills.
• English and Spanish will be a plus.

What do we offer?

• Clear and transparent compensation plan. The salary range for this role is 20,000 to 21,000€. We will discuss the indicated range with you in the first recruiting call to ensure that we are on the same page.
• Flexible salary benefits
  Save on personal income tax with Cobee for expenses like transport, restaurants, and kindergarten.
• Private health insurance
  Free for all employees via Cigna, plus we cover 50% for your family members.
• Remote-first culture
  All Auctane Spain team members work remotely. We support your setup with a €50 net/month home office allowance (€600/year).
• Generous time off
  Enjoy 26 days of holiday per year (23 base days + your birthday off, Christmas Eve, and New Year's Eve).
• Your gear, your choice
  Whether you prefer Mac or Windows, or need an extra screen, we'll make sure you're set up for success from day one.
• Annual Performance & Salary Review
  We're committed to recognizing your professional growth. Every year, we review salaries to reflect your individual development, achievements, and impact on our business success.
• Grow your skills
  We offer up to €800/year in training (certifications, conferences, workshops) to boost your growth-both technical and personal.
• Learning resources
  Access internal and external training, including platforms like LinkedIn Learning, completely free.
• Holistic wellness program
  Includes access to Wellhub, Curalinc (psychological support), Rocketlawyer (legal advice), and regular health webinars & challenges.
• Volunteer day
  Take one day off a year to volunteer and give back. Bonus points for sharing pics on Slack!
• Free therapy vouchers
  Because your mental health matters.
• Health & wellness support
  Get up to €55/month to cover your gym or fitness classes (yoga, boxing, pilates, etc.).
• Weekly language classes
  Improve or learn a new language (English, Spanish, French, Italian, or German) in small groups with expert instructors-on us!
• Time for health
  Get 8 hours per year for personal medical appointments and 10 hours per year to support your family's medical needs.
• Work-life balance
  We're flexible and people-first. We know life happens, and we aim to make work work for you.
• Inclusive, upbeat culture
  No suits here-just a welcoming, casual, and respectful space where diversity is celebrated, and you can be your full self.
• A global, multicultural team
  We're made up of 20+ nationalities, speaking 10+ languages. All communication is in English, so everyone's included.
• Packlink Pro discount
  Enjoy 99% off your personal shipments using our platform.
• Referral bonuses
  Know someone amazing? Earn €1K-€3K when you refer candidates we hire-depending on the role.
• Central Madrid office
  When you want a change of scenery, drop by our office in the heart of Madrid-free snacks and drinks included!
• Team events
  We work hard and play hard with regular team-building activities and meetups.

#LI-REMOTE