Support Advisor - UK Market

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 team

Truly dynamic environment where you’re challenged every day. Strong team environment where we win and lose (rarely) together. Honest, transparent culture that encourages high performance. Become part of a business that is transforming the ecommerce fulfilment market. Real time training, coaching and mentoring from leaders and colleagues

What will you be doing?

• As a Support Advisor, you’ll be at the front line of ShipStation’s customer interaction.
• Answering the phone will be your primary responsibility, but you will also tackle emails and some live chats. Simultaneously, you will build and improve our customer experience structure to preemptively address customer concerns before they happen.
• You’ll accomplish those tasks by developing an exhaustive understanding of the application and working closely with ShipStation’s team of excellent engineers, designers, sales, and marketing folks.
• If you are interested in being part of a cutting-edge SaaS software start-up that is loved by its customers, take a moment to apply!

What are we looking for?

• Superb communication skills: You love being on the phone. You understand that effective communication is about more than what you say, it’s about taking the time to listen and understand. You can make complicated concepts sound easy or describe in detail the simplest of interactions. You will be a native English speaker.
• A deep understanding of software and the web: You won’t need to know how to code, but terms like PHP, SQL, and JavaScript shouldn’t be foreign to you. You can quickly learn complex procedures, troubleshoot potential bugs on the fly (pun intended), and visualize customers’ screens from their description alone.
• An empathetic desire to help: For you, a new inquiry isn’t just a case to close, but an opportunity to understand someone’s story and make their life better. Our purpose as a company is to help online businesses to thrive.
• Prior customer-facing experience: Whether it was working the cash register at Starbucks or working as an Apple Genius, you must have experience working with customers.
• Strong interpersonal skills – ability to work with people with a variety of skills
• Passionate about “Get Ship Done!” – Can you make good choices that serve both the customer and the company? We need folks who are passionate about delighting and retaining customers.

What will make you stand out?

Would be great to also have experience with:

• B2B or SaaS support
• Running your own e-commerce business 
• Anything else you’re awesome at! (we’d love to know)
• Knowledge of API and SQL (preferred but not required!) 
• If you are passionate about using technology to solve business problems, enjoy helping customers and have excellent communication skills, then we want you to join us.

What do we offer?

• 💸 Clear and transparent compensation plan. The salary range for this role is up to 24,000 €, 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. 
• 💰 Flexible salary benefits
  Save on personal income tax with Cobee for expenses like transport, restaurants, and kindergarten.
• 🩺 Private health insurance
  Free for all employees via Cigna, plus we cover 50% for your family members.
• 🏠 Remote-first culture
  All Auctane Spain team members work remotely. We support your setup with a €50 net/month home office allowance (€600/year).
• 🌅 Generous time off
  Enjoy 26 days of holiday per year (23 base days + your 🎂 birthday off, Christmas Eve, and New Year’s Eve).
• 💻 Your gear, your choice
  Whether you prefer Mac or Windows, or need an extra screen, we’ll make sure you’re set up for success from day one.
• 🗓️ Annual Salary Review
  We’re committed to recognizing your professional growth. Every year, we review salaries to reflect your individual development, achievements, and impact on our business success.
• 📙 Grow your skills
  We offer up to €800/year in training (certifications, conferences, workshops) to boost your growth—both technical and personal.
• 📺 Learning resources
  Access internal and external training, including platforms like LinkedIn Learning, completely free.
• 🧘‍♂️ Holistic wellness program
  Includes access to Wellhub, Curalinc (psychological support), Rocketlawyer (legal advice), and regular health webinars & challenges.
• 😊 Volunteer day
  Take one day off a year to volunteer and give back. Bonus points for sharing pics on Slack!
• 👩‍⚕️ Free therapy vouchers
  Because your mental health matters.
• 🏐 Health & wellness support
  Get up to €55/month to cover your gym or fitness classes (yoga, boxing, pilates, etc.).
• 🗺️ Weekly language classes
  Improve or learn a new language (English, Spanish, French, Italian, or German) in small groups with expert instructors—on us!
• 🏥 Time for health
  Get 8 hours per year for personal medical appointments and 10 hours per year to support your family’s medical needs.
• ⚖️ Work-life balance
  We’re flexible and people-first. We know life happens, and we aim to make work work for you.
• 💜 Inclusive, upbeat culture
  No suits here—just a welcoming, casual, and respectful space where diversity is celebrated, and you can be your full self.
• 🌍 A global, multicultural team
  We’re made up of 20+ nationalities, speaking 10+ languages. All communication is in English, so everyone’s included.
• 📦 Packlink Pro discount
  Enjoy 99% off your personal shipments using our platform.
• 🔗 Referral bonuses
  Know someone amazing? Earn €1K–€3K when you refer candidates we hire—depending on the role.
• 🏢 Central Madrid office
  When you want a change of scenery, drop by our office in the heart of Madrid—free snacks and drinks included!
• 🏟️ Team events
  We work hard and play hard with regular team-building activities and meetups.
•