About This Role
This customer support role in Lisbon focuses on assisting users of premium subscription services across leading social media and communication platforms. It involves providing dedicated English-language support for premium subscription users, guiding them through product features, and resolving technical issues.
Responsibilities
- Assist users with account setup, sign-ups, renewals, billing inquiries, and plan tier navigation
- Educate users on exclusive premium features and integrated AI tools to maximize platform value
- Handle inquiries via phone, email, and/or chat
- Perform targeted outbound calls to resolve issues quickly with a personalized touch
- Identify, diagnose, and resolve technical issues and native app features to ensure a seamless, top-tier user experience
- Track user feedback to identify recurring issues, improve processes, and minimize service disruptions
Requirements
- Professional fluency/native-level proficiency in English (spoken and written)
- Excellent communication skills
- Strong problem-solving ability
- Customer-centric mindset
- Technical adaptability
- Flexibility to work on rotating schedules within your chosen shift window (including weekends)
Benefits
- Holiday Allowance
- Christmas Allowance
- Meal Allowance
- Variable Performance Bonus: Up to €300.00 / month (based on monthly performance metrics)
- Private health and dental insurance provided upon contract signature (requires valid NIF and Social Security number)
- 22 days of annual holiday entitlement under Portuguese law
- Compensation days for working on Portuguese public holidays
- Training Allowance: Paid under a Selection Agreement at €18.56 per day (€92.80 per 5-day week), exempt from social security taxes during training (paid upon successful completion of training and contract signing)
Important Details
- Schedule: 40 hours per week, 8-hour daily shifts + 1-hour lunch break, operating on a 24/7 coverage model
- Shift options: Day Shift (07:00-22:00, Monday-Sunday, rotating shifts) or Night Shift (22:00-07:00, Monday-Sunday, rotating shifts)
- Contract: Initial Selection Agreement for training, leading to an Employment Uncertain Term Contract (foreseeable duration of 12 months), with an opportunity for a Permanent Contract after 2 years
- Training duration: 10 working days (8 hours/day)
Application Process
- Submit your updated CV in English
- Indicate which time zone you would like to work in
About the Company