.Customer Support Associate (Italian Market)About usAt Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane 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.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, Stamps.Com, ShipEngine, Endicia, Metapack, GlobalPost, Packlink, and Return Rabbit.About the roleThis 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.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?- You must be native or proficient in Italian. Speaking multiple languages is a plus.- 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.- Have strong communication and interpersonal skills.- You are team-oriented, enthusiastic, self-motivated, and quick learner.What will make you stand out?- Experience in a SaaS company.- 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.- 99% discount on your personal shipment orders via Packlink.Pro- Up to 150 USD/year to match your NGO donations!- Volunteer day. You can take 1 day off per year to participate in volunteering activities!- Referral Fee We offer a referral bonus of 1k-3K, depending on the complexity of the role.- Great work-life balance We offer a flexible work schedule.- An inclusive and upbeat work environment- A cross-cultural atmosphere- Company events Work hard, play hard!- Internal and external training- We are a remote-first company- We have 25 days of holidays per year- Everything you need to work from home