Support Advisor German Market

Auctane Holdings, LLC

Job Overview

Location

Essen, Spain

Job Type

Full-time

Full Job Description

📋 Description

• Join Auctane, a global leader in mailing and shipping solutions, and become a vital part of our mission to empower businesses of all sizes to deliver their products efficiently and effectively across the globe.
• As a Support Advisor for the German Market, you will be instrumental in ensuring our German-speaking customers receive exceptional service, contributing directly to Packlink's leadership in European shipping services.
• This role is perfect for a customer-centric individual who thrives in a fast-paced environment and is passionate about providing seamless, resolute customer service experiences.
• You will be the primary point of contact for our German customers, handling their inquiries and issues with professionalism, empathy, and efficiency.
• Your day-to-day responsibilities will include managing live chats, responding to customer queries via phone when necessary, and providing support to the sales team on customer service-related matters.
• A key aspect of your role will be to expertly handle and resolve customer complaints, acting as a crucial intermediary between customers and shipping providers to ensure satisfactory outcomes.
• You will be expected to compose thoughtful, accurate, and professional responses to all customer communications, maintaining a high standard of service across all channels.
• Proactively identifying and escalating complex issues to the appropriate teams will be essential to ensure timely and effective resolution.
• You will play a significant role in achieving and exceeding customer service Key Performance Indicators (KPIs), directly impacting customer satisfaction and retention.
• This position offers a unique opportunity to contribute to a rapidly growing company, facing new challenges and integrating new talents into a dynamic customer service department.
• By joining Auctane, you become part of a family of brands including ShipStation, Stamps.com, Metapack, GlobalPost, and Packlink, working with major partners like Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.
• Our values—Win as One, Delight Customers, and Deliver Great Outcomes—guide our actions and define our culture, and we seek individuals who embody these principles.
• You will be empowered to make a real difference, going the extra mile to ensure customer loyalty and satisfaction.
• The role demands a proactive approach, where you independently manage your workload and contribute to team success.
• You will be an integral part of a close-knit team, fostering a collaborative environment where support and shared success are paramount.
• Your ability to demonstrate empathy, kindness, and friendliness will be key to building rapport with customers and resolving their issues effectively.
• We are looking for individuals who are not afraid of challenges and can maintain composure and effectiveness even under pressure.
• You will leverage your strong communication and interpersonal skills to build trust and provide clear, concise information to customers.
• As a people person, you will be calm, persuasive, and adept at de-escalating tense situations.
• Your team-oriented mindset, enthusiasm, and self-motivation will drive your success and contribute to the overall positive atmosphere of the team.
• You will be a quick learner, adapting to new processes and tools as the company evolves.
• Flexibility in organizing your workload and adapting to varying shifts with your team will be crucial for operational efficiency.
• This role is more than just a job; it's an opportunity to shape the customer experience for a leading e-commerce logistics provider in Europe.
• You will be at the forefront of customer interaction, directly influencing how our brand is perceived in the German market.
• We encourage a proactive approach to problem-solving, empowering you to find the best solutions for our customers.
• Your contribution will be valued and recognized as we continue to expand our services and reach.
• Embrace the opportunity to work in a remote-first environment, connecting with a diverse and talented team across Spain and beyond.
• This role is essential in maintaining our commitment to customer delight and operational excellence.
• You will be part of a company that values innovation, customer focus, and employee growth.
• We are committed to providing you with the tools, support, and environment needed to excel in your role and grow your career.
• Your success in this role will directly contribute to Auctane's continued growth and leadership in the global shipping and logistics industry.
• We are excited to welcome a dedicated and passionate Support Advisor to our team, ready to make a significant impact on our German customer base.
• This is your chance to join a forward-thinking company that is revolutionizing the way businesses ship and deliver.
• You will be empowered to take ownership of customer issues and see them through to successful resolution.
• We believe in fostering a supportive and collaborative work environment where every team member feels valued and motivated.
• Your dedication to providing outstanding customer service will be the cornerstone of your success in this role.
• We are looking for individuals who are eager to learn, grow, and contribute to a thriving business.
• This role offers a fantastic opportunity to develop your skills in customer service, communication, and problem-solving within the dynamic e-commerce logistics sector.
• You will be a key player in ensuring customer satisfaction and loyalty in the critical German market.
• We are seeking a resilient and adaptable individual who can manage multiple tasks efficiently and maintain a positive attitude.
• Your ability to communicate effectively in German will be paramount to your success in this role.
• We are committed to providing a supportive and engaging work experience for all our employees.
• This is an exciting opportunity to join a company that is at the forefront of technological innovation in the shipping industry.
• You will be part of a team that is passionate about delivering exceptional service and driving business growth.
• We are looking for someone who is proactive, resourceful, and dedicated to achieving outstanding results.
• Your role as a Support Advisor is crucial to our customer retention and overall business success.
• We are confident that you will find this role both challenging and rewarding, offering ample opportunities for professional development.
• Join us in our mission to make shipping easier and more accessible for businesses everywhere.
• We are looking for a motivated individual who is eager to contribute to a positive and productive work environment.
• Your commitment to customer satisfaction will be highly valued and recognized.
• This is a chance to be part of a global team that is making a significant impact in the e-commerce industry.
• We are excited to see how you will help us delight our German customers and contribute to our continued success.

🎯 Requirements

• Native or highly proficient German speaker.
• Minimum of 2 years of experience in a customer service role, preferably within the logistics or e-commerce sector.
• Familiarity with online customer service platforms, including live chat and ticketing systems.
• Strong communication and interpersonal skills, with the ability to remain calm, empathetic, and persuasive under pressure.
• Solution-driven mindset with a proactive approach to problem-solving and a willingness to go the extra mile.
• Ability to work effectively in a fast-paced, dynamic, and remote environment.

🏖️ Benefits

• Clear and transparent compensation plan with a salary range of €20,000 - €21,000 per year.
• Flexible salary benefits, including tax savings on expenses like transport, restaurants, and kindergarten via Cobee.
• Private health insurance with Cigna, with 50% coverage for family members.
• Remote-first culture with a €50 net/month home office allowance (€600/year).
• Generous time off, including 26 days of holiday per year (23 base days + birthday off, Christmas Eve, and New Year’s Eve).
• Choice of work equipment (Mac or Windows) and accessories to suit your preferences.
• Annual performance and salary reviews to recognize professional growth and impact.
• Up to €800/year for training (certifications, conferences, workshops) to boost technical and personal growth.
• Access to extensive learning resources, including LinkedIn Learning.
• Holistic wellness program with access to Wellhub, Curalinc (psychological support), and Rocketlawyer (legal advice).
• One paid volunteer day per year.
• Free therapy vouchers to support mental health.
• Up to €55/month for gym or fitness classes.
• Weekly language classes (English, Spanish, French, Italian, or German).
• Paid time off for personal medical appointments (8 hours/year) and family medical needs (10 hours/year).
• Flexible work arrangements to support work-life balance.
• Inclusive, upbeat, and multicultural company culture with over 20 nationalities represented.
• Significant discount (99% off) on personal shipments using Packlink Pro.
• Referral bonuses ranging from €1K–€3K for successful candidate referrals.
• Access to a central Madrid office with free snacks and drinks for a change of scenery.
• Regular team events and activities to foster camaraderie.

Skills & Technologies

Remote

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Auctane Holdings, LLC

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About Auctane Holdings, LLC

Auctane Holdings, LLC is the parent company of Stamps.com, ShipStation, ShipEngine, ShippingEasy, Endicia, Metapack, and GlobalPost. It provides cloud-based e-commerce shipping and mailing software and services that enable retailers, online sellers, warehouses, and fulfillment houses to automate order processing, compare carrier rates, print shipping labels, and track packages worldwide. Founded in 2020 and headquartered in Austin, Texas, Auctane was formed to consolidate shipping technology brands and expand global logistics solutions for merchants and partners across marketplaces and storefronts.

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