Customer Support Officer (Maternity cover)

About us

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes.

About the role

This role is designed to introduce new candidates for the role of Customer Support Officer. The Customer Support Officer is the first person that is contacted by the Customer when informs Metapack about the incident. We are working in 8-hour shifts, and our office working time is 8 am through 6 pm. Sometimes you may be asked to come to the office at 8 am and work till 4 pm, and sometimes from 10 am to 6 pm.

On special occasions (ie Peak period – black Friday), Customer Support works 24/7, so you may be asked to work at night for a short period of time. You will be expected to contribute towards a positive working environment by undertaking various coaching and training of other team members. The main measure of the role will be in terms of customer satisfaction, so this will become the core responsibility of this role.

What will you be doing?

• Provide initial point of contact for users experiencing technical issues or inquiries.

• Respond promptly to customer inquiries via phone, email, or chat, and resolve or escalate issues as appropriate.

• Document all customer interactions, including details of inquiries, comments, and actions taken, in the ticketing system. Follow standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.

• Provide guidance and assistance to users on basic technical tasks, such as password resets and software installations. Using other systems for ie, incidents and alerts management, communication (Slack, PagerDuty, Confluence, Gmail).

• Following knowledge base articles, confirming and conducting some basic configurations within Metapack software, monitoring alerts during working hours, receiving incoming calls to Customer Support via different channels of communication and their assignment to the appropriate team.

• Adhere to service level agreements (SLAs) regarding response times and issue resolution.

• Maintain a positive and professional demeanour when interacting with customers, striving to provide excellent service and support at all times.

• Other tasks requested by the Customer Support Line Manager within the Customer Support area of responsibility.

• Cooperate with other departments within Auctane

What are we looking for?

• English proficiency

• Excellent communication skills

• Willingness to learn new skills

• Very good organizational and time management skills

• Ability to work in stressful situations / under time pressure

What will make you stand out?

• Previous experience working with KPIs

• Previous experience handling feedback from customers, other departments and teams

• Previous experience working with customer satisfaction surveys, specifically related to Customer Support work

What do we offer?

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🗓️ Annual Salary Review: We are reviewing the salaries of all our teams annually in order to evaluate an increase according to individual performance and the business results.

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📦 99% discount on your personal shipment orders via Packlink.pro

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💙 Up to 500PLN/year to match your NGO donations! We are happy to support your initiatives by duplicating the amount donated.

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😊 Volunteer day. You can take 1 day off per year in order to participate in volunteering activities! We will love to see some pictures in our slack!

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Referral Fee 🔗 We need your support in hiring top-class talent! We offer a referral bonus of 4-20k, depending on the complexity of the role and the hiring process.

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👩‍⚕️We have an Employee Assistance Program with psychological assistance free of charge.

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⚖️ 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!

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💜 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.

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🌍 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.

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🏟️ Company events Work hard, play hard! We do our best every day, even at our regular team-building events.

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📺 Internal and external training, free access to online training platforms such as Linkedin Learning

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🏠 Possibility to work in a home-office using equipment provided by AUCTANE, or in our office prepared in accordance with all safety requirements.

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📙 Personal Training Budget. Up to 7000 PLN/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.

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🌅 Up to 30 days of vacation per year (additional days are granted along with seniority at AUCTANE).

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🗺️ Languages classes every week. Thirsty for knowledge? Learn a new language by joining our free English/Spanish/German classes. You can connect and enjoy taking up a new language or improving your current skills with one of our great instructors.

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🏥 Free private medical insurance.

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📄 Attractive life insurance.

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🏐 Co-financing for sports and recreational activities

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🏐 Gym membership co-financing

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🏢 Nice Office in Zielona Gora and Wroclaw (free drinks, snacks…)

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Do you want to know a little bit more about the team? Please, don’t hesitate to reach out to Amazing Auctane-PL and our Instagram