📍Eindhoven (3 days in office) | 🗓️ 40hrs per week
At Sendcloud we have an all-in-one shipping solution, where we automate the shipping processes for e-commerce. With more than 25,000 customers throughout Europe, and soon beyond, Sendcloud is aiming to become the leading shipping solution worldwide. We have a high performing environment and we get rewarded for all of our wins. Together with Sendcloud, I am on a mission to empower businesses with world-class shipping.
As CS Systems Specialist, you join the CS Operations team, part of Sendcloud’s Operations department. You own the setup of our ticketing system (Zendesk) for our Customer Service (CS) department. You are the bridge between CS and the rest of Operations, so you get to know our operation inside out and make sure what happens there is reflected in how CS works. You make sure our agents have the right tools to help customers fast, and that tickets end up in the right place. You build and maintain triggers, automations, views, macros, ticket forms and fields, and you keep the setup clean and easy to understand.
When something breaks, you are the first person people come to. You dig in, find the root cause and fix it. Next to that, you map how work flows through CS, spot where time is lost and automate the manual steps. You work closely with CS leadership and team leads, and side by side with the data and automation people in your team to turn ideas into working solutions. It's in your nature to streamline processes as you cannot stand inefficiencies.
You are proactive, hands-on, and an excellent communicator.
You thrive in [type of environment, e.g. fast-paced, data-driven, collaborative]
You love troubleshooting and keeps digging until the root cause is found.
You are excited to make a meaningful impact on the business by driving operational improvements.
You work in a pragmatic way and are an inventive problem solver.
You have at least 2 years of relevant experience as a Zendesk admin or in a similar role with a ticketing tool or CRM.
You know Zendesk (or similar CRM) inside out: triggers, automations, views, macros, ticket forms, fields and user roles.
You can map a process and turn it into a clear, automated flow.
You're experienced in using AI to automate support work.
You hold a Bachelor's or Masters degree, or has equivalent hands-on experience.
💩 No bullshit: Big egos suck. Be open, honest and transparent. Share your mistakes openly and learn from them. Don’t just talk about problems, solve them.
🎯 Grow & win: Be highly curious, adaptable & proactive. Embrace discomfort and change. Keep an open mindset and learn from others. You invest in our growth, so we invest in yours.
🎠 Have fun: Work hard, laugh harder. Not everything has to be serious. Be yourself, especially if you’re the good kind of crazy. Sendcloud is an adventure, not a corporate maze, enjoy the ride.
💸 Salary - Starting from €3500 gross per month, which includes an 8% holiday allowance.
🧠 Brain Benefits - €2,000 learning budget · Courses, certifications & conferences ·
Growth in an international team
🌴 Time Benefits - 28 days of paid vacations per year · Extra day off on your birthday ·
Swap public holidays for meaningful ones
✈️ Sabbatical Benefits - 4 weeks fully paid every 3 years
🏡 Home Benefits - Flexible hybrid model (X+ days/week in office) · €500 home office
budget
💪 Body Benefits - Company gym · Free lunch every Monday · Fresh fruit · Barista coffee
🚌 Travel Benefits - Monthly commuting allowance
🪑 Future Benefits - Pension scheme · Employee discount programs
🐾 Vibe Benefits - Dog-friendly office · After-hours drinks at the Sendcloud Bar
Handle real-time chat and email support for users, resolving money transfer, account, and verification issues while maintaining empathetic service, quality standards, and compliance.
Handle customer inquiries and concerns through email and text, resolve issues with empathy, and work with customer service colleagues to identify trends and improve the e-commerce shopping experience.
Analisa reclamações regulatórias e de clientes, conduz investigações internas e redige respostas fundamentadas, identificando causas raiz e propondo melhorias para reduzir riscos e evitar recorrências.
Resolve customer queries and complaints across chat, email, phone, and social media, mediate buyer-seller disputes, and share customer feedback to improve the overall experience.
Resolve buyer and seller inquiries, complaints, and disputes across chat, email, phone, and social media, while collaborating across teams to improve the customer experience.
