Customer Support Associate (Italian Market)

About us

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfil the promises they make to consumers. The Auctane's mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever-rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere. Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe. And Auctane is just getting started.

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 values

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 Italian. 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 Italian speaker or proficient level C2.
• 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 18,000 - 19,000 depending on experience. We will discuss the indicated range with you in the first recruiting call to ensure that we are on the same page. 
• 📦 99% discount on your personal shipment orders via Packlink.pro
• 💙 Up to 150 USD/year to match your NGO donations! We are happy to support your initiatives by duplicating the amount donated.
• 😊 Volunteer day. You can take 1 day off per year to participate in volunteering activities! We will love to see some pictures in our slack!
• Referral Fee 🔗 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.
• ⚖️ 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-paced 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 20 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. 
• 📺 Internal and external training, free access to online training platforms such as Linkedin Learning
• 🏠 We are a remote-first company All team members at Auctane Spain 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€ net per month/600€ per year).
• 🌅 We have 25 days of holidays per year (23+🎂 your Birthday Take your birthday off to celebrate!+Christmas).
• 💻 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.
• 🏥 8 hours per year for attending to medical appointments. 
• 👩‍⚕️ 10 hours per year to support your family members when going to the doctor)
• 📙 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 to lead teams and manage other stakeholders.
• 💰 Flexible Salary We work with a flexible compensation plan for transport, restaurants, and kindergarten so our employees can save on personal income tax via Cobee.
• 🗺️ Languages classes every week. 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. 
  • Up to 42€ to cover your Gym membership or exercise classes (pilates, kick-boxing, etc.).
  • Private health insurance, we offer a great plan courtesy of our partner Alan.
• 👩‍⚕️We have psychological assistance vouchers free of charge.
• 🏢 Nice Office in the center of Madrid (free drinks, snacks…)