Customer Experience Specialist — Digital Security & Trust

Aura; Lisboa; Remote; EUR 25,000 - 38,000; Full time

Benefits offered by this job

Competitive above-market compensation

Flexible time off

Annual team retreats

Monthly wellness allowance

Healthy lunch provided

High-end laptop & equipment setup

Monthly team events

Job summary

Aura, a remote-first company in Lisbon, is seeking a Customer Experience Specialist to protect people online and guide users through digital-identity challenges. You will be the first contact, turning questions into clarity and building trust through empathetic guidance.

You’ll support users via chat, email, and social channels, translate complex topics, and work with product/engineering to enhance the experience while capturing feedback for improvements.

Qualifications

• 2+ years in customer support or a related field.
• Excellent written and spoken communication.
• Experience with digital safety, cybersecurity, or SaaS is a plus.

Responsibilities

• Provide fast, friendly, expert support via chat, email, and social channels.
• Translate complex security topics into simple explanations.
• Collaborate with product, engineering and support to improve UX.
• Capture user feedback and identify improvement opportunities.
• Monitor recurring themes and optimize internal workflows.
• Build trust with users through empathetic, solution-oriented guidance.

Skills

Empathy

Problem-solving

Communication skills

Adaptability

Tools

Intercom

Zendesk

Notion

Slack

Job description

Aura, a remote-first company in Lisbon, is seeking a Customer Experience Specialist to protect people online and guide users through digital-identity challenges. You will be the first contact, turning questions into clarity and building trust through empathetic guidance.

You’ll support users via chat, email, and social channels, translate complex topics, and work with product/engineering to enhance the experience while capturing feedback for improvements.