Customer Support Consultant (German Speaker)

Role overview

As a Customer Support Consultant, you will be a primary contact for business customers using an e-commerce shipping platform. You will help merchants resolve questions and incidents across onboarding, shipments, tracking, returns, billing, and integrations, combining clear communication with practical problem-solving. The role is fully remote from Osijek, Croatia, and requires a 40-hour work week.

Responsibilities

- Support business customers through phone calls, live chat, and support tickets. - Investigate and resolve issues involving shipping, tracking, returns, platform features, and related integrations. - Explain technical or operational topics in a clear, accessible way and guide customers toward actionable next steps. - Manage an active support queue, balancing urgency, responsiveness, and service quality across multiple conversations. - Recognize recurring problems, document useful context, and escalate issues so they can be addressed at their source. - Share product and process knowledge with teammates while building expertise across carrier connections and integrations.

Requirements

- Full professional proficiency in English and fluency in spoken and written German. - Current residence in Osijek, Croatia. - Strong multitasking and prioritization skills, with the ability to handle several support channels at once. - A patient, composed, and service-oriented approach, including when customers are frustrated or issues are complex. - Ownership and resourcefulness: when the answer is not immediately known, you investigate and follow through. - Comfort with digital tools and the ability to learn new software and platforms quickly.

Previous customer-facing experience is helpful but not required; communication skills, attitude, and willingness to learn are emphasized. The role can also provide a path toward quality assurance, coaching, or process improvement for people who develop strong product knowledge and take initiative.

Benefits and work setup

- Fully remote work from Osijek, Croatia. - €2,000 monthly salary. - €2,000 annual learning budget for courses, certifications, and conferences. - 28 paid vacation days per year plus an additional day off for your birthday. - Four weeks of extra fully paid leave after every three years. - €500 home-office budget. - Virtual team events and optional social gatherings. - International team environment with opportunities for professional growth.