Every day, the complex challenges of global shipping and logistics bring growing pains that fast-growing online brands struggle to negotiate. Getting products into the hands of customers quickly and affordably is a challenge for most. At Auctane, we serve and champion these merchants every day. Our software stack solves shipping and logistics problems that arise as merchants scale, so they can focus their time, energy, and resources on what matters most.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our vision: to facilitate online shipping around the world

Our mission: helping online stores offer a great delivery experience.

Our values: making our inclusive and proactive company culture our core guide.

• Earn it - Without trust, we can’t grow. We earn trust from our teammates, customers and partners through hard work and great results.
• Do it - Act, accomplish, repeat—that’s how we achieve our shared vision. Our team doesn’t overthink it, we are simply shipping by simply thinking!
• Live it - We’re at our best when we’re challenged, learning and having fun. 

This team is making it possible that Packlink leads 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 📈!
 

• 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.

We are looking for a highly motivated, experienced Customer Service Advisor based in our headquarters in Madrid. You must be native or proficient in English. 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 English speaker or proficient level C2.
• Have a minimum of 2 years working in customer service, ideally within the logistics sector.
• Are familiar with online customer service platforms, including online chat and ticketing systems.
• Are not afraid of challenges, complaints and work well under pressure.
• Have strong communication and interpersonal skills.
• Are a people person, communicative, calm, and persuasive.
• Are team oriented, enthusiastic, self-motivated, and quick learner.
• You are flexible to organize the workload and varying shifts with your team.

• Experience in a SaaS company.
• Multi-cultural communication skills.
• Spanish or another language will be a plus. 

- 💸 Clear and transparent compensation plan.
The salary range for this role: up to 19.000€.

We always include the salary range for all our job offers in order to be clear about our expectations. We will discuss the indicated range with you in the first recruiting call to ensure that we are on the same page.

- 📙 Personal Training Budget:
Up to 800€/year training budget (certifications, conferences attendance, etc.) to invest in your professional development. We want to help you improve your technical skills, feel involved in the product community, and develop your soft skills in order to lead teams and manage other stakeholders. 

- 🏠 We are a remote-first company
All team members at Packlink are remote employees. You can decide if you want to work in the office 2 days a week or 3 days per quarter. It's up to you. We also cover your expenses for working from home (50€ per month/600€ per year).

- 💻 Everything you need to work from home
Whether you prefer Mac, Linux, or Windows (or an additional screen or two), we set you up for success when working remotely.

- 🔗 Referral Bonus
We need your support in hiring top-class talent! We offer a referral bonus of 1k-3K, depending on the complexity of the role and the hiring process.

- 🇬🇧 🇪🇸 Free language classes
Thirsty for knowledge? Learn a new language by joining our free English/Spanish/French classes. In groups of 4-5 people, you can connect and enjoy taking up a new language or improving your current skills with one of our great instructors.

- 🏐 Health and Wellness
The well-being of our team is super important to us. Choose from different options that help you focus on your health:

• Gym membership or exercise classes (pilates, kick-boxing, etc.)—we’re happy to cover the cost!
• If you prefer private health insurance, we offer a great plan courtesy of our partner Alan.

- 🎂 Enjoy your Birthday
Take your birthday off to celebrate, or your kid's birthday!

- ⚖️ Great work-life balance
We offer a flexible work schedule and will do our best to adapt to your personal situation. Working in a fast-growth environment can be intense, but that doesn’t mean you shouldn’t enjoy your free time!

-💜 An inclusive and upbeat work environment
Leave your suit behind... we’re a t-shirt and converse kind of place! More importantly, our company culture promotes diversity and inclusion. The personality and opinions of each of our team members are important and valid, and we aim to offer all employees a safe environment where they can be themselves and thrive.

- 🌍 A cross-cultural atmosphere
We are a truly international team of 15 nationalities that speak 10 languages. Our company language is English and all internal communication and company-wide meetings are in English.

-🏟️ Company events
Work hard, play hard! We do our best every day, even at our regular team-building events. Everything is currently remote, but we’re looking forward to organizing in-person company events once again in the near future!

- 💰 Flexible Salary
We work with Cobee on a flexible compensation plan for transport, restaurants, and kindergarten so our employees can save on personal income tax.

Plus, many more exciting perks! Are you ready for discovering them?