Customer Experience Specialist (Portuguese/Spanish/English)

Treatwell; Lisboa; On-site; EUR 18,000 - 26,000; Full time

Benefits offered by this job

Holiday entitlement (28 days)

Birthday off

Treatwell vouchers

Transport support

Mental health support

Job summary

Treatwell in Lisbon is seeking a Junior Customer Experience Specialist to support salon partners across Spain and Portugal, delivering service by phone, email and live chat. You will use Salesforce, Aircall and Slack to track information and ensure an exceptional experience for partners and customers.

The role is a full-time hybrid position (4 days in Lisbon, 1 day remote) with a rotating schedule, requiring native Portuguese plus Spanish and English skills, and at least 1 year in CX-related

Qualifications

• Native Portuguese speaker with strong written and spoken Spanish and English.
• Minimum 1 year of experience in Customer Experience-related roles.
• Ability to manage multiple channels and stay organized and proactive.

Responsibilities

• Provide excellent customer service via phone, email, and live chat.
• Maintain high partner and customer satisfaction scores (PSAT/CSAT).
• Use Salesforce, Aircall and Slack to track information and communicate with team and customers.
• Resolve issues and facilitate constructive conversations between customers and partners.
• Handle a high volume of inquiries with confidence and efficiency.
• Advise salon partners to help them grow their businesses.

Skills

Portuguese language

Spanish language

English language

Customer service

Multichannel support

Tools

Salesforce

Aircall

Slack

Job description

As a Customer Experience Specialist, you’ll serve as the main point of contact for our growing base of salon partners across Spain, delivering support across phone, email, and live chat. As an expert in all things Treatwell, you’ll confidently handle a wide range of inquiries—from navigating our salon software and marketplace to resolving treatment issues—building strong, lasting relationships and ensuring an exceptional experience for both partners and customers.

You work efficiently, can handle multiple tasks at once, and always maintain a positive attitude and friendly service during every interaction. You’ll report to the Customer Experience Team Leader based in Spain. Your main focus will be supporting the Spanish market, while also supporting the Portuguese one when needed.

We are looking for a junior candidate with prior experience in similar roles.

This is a full-time hybrid position, working 4 days in our Lisbon office and 1 day remotely per week. The work schedule operates on a rotating shift basis (as needed) from Monday to Friday, completing 40 hours within the hours of 10:00 AM to 8:00 PM, and Saturdays from 8:00 AM to 12:00 PM (Lisbon time zone).

You will be responsible for:

• Providing excellent customer service at every point of contact (via phone, mail and live chat)
• Maintaining a high level of partner and customer satisfaction score (PSAT/CSAT) across all channels (phone, chat and mail)
• Using internal tools (such as Salesforce, Aircall and Slack) to track information and communicate effectively with your team and customers.
• Resolving issues and facilitating constructive conversations between our customers and partners.
• Handling a large volume of customer inquiries with confidence and ease.
• In addition to providing support, you’ll also have the opportunity to develop your business skills by advising our salon partners and helping them grow their businesses.

About Treatwell

Hi, we’re Treatwell. Nice to meet you.

We’re a team of +800 passionate and brilliantly talented people across Europe. We’re the industry’s smartest salon management software, all connected to Europe’s leading bookings platform, working with over 95,000 salon partners across 14 countries, processing over 14 million bookings every month. And….breathe.

But we’re not done yet. We’re on an exciting journey to digitally revolutionise the hair and beauty community.

If this excites you, we might just have the role for you.

About you:

• You are a native Portuguese speaker and also have strong communication skills, both verbal and written, in Spanish and English. During the hiring process we’ll check your proficiency in these languages.
• You have at least 1 year of experience in Customer Experience-related roles, managing different channels to communicate with customers (mail, phone and chat).
• You have an eye for detail without losing sight of efficiency.
• You are well-organized, plan your day effectively, and achieve goals and targets.
• You are available on a flexible schedule from Monday through Saturday.
• You have a positive attitude and proactively take responsibility for your work.
• You have the availability to visit our Madrid office from time to time.

We’ll treat you with:

• 28-days holiday, plus bank holidays
• Birthday off
• Monthly 40 EUR Treatwell vouchers so you can treat yourself too
• Monthly 40 EUR transport support
• Mental health support through our partnership with Open-Up

Equal Opportunities

Treatwell is an ‘Open to All’ employer and warmly welcomes everybody to the team. We are committed to making reasonable adjustments to the recruitment process as required. Please add any adjustment requests to your application.