Customer Support Assistant (PT-based)

Nutrium; Portugal; On-site; EUR 17,000 - 25,000; Full time

Benefits offered by this job

Flexible hours

27 days annual leave

Nutrium Care access

Unlimited psychology sessions

Health insurance

Meal allowance: 10.46€ per working day

Professional development budget

Snacks and good coffee in the offices

Multicultural team events

Job summary

Nutrium is looking for a Customer Support Assistant to support the Brazilian market. The role is predominantly written, replying to patients via WhatsApp and email about appointments and the Nutrium app, with a focus on clarity, warmth, and a human touch.

You will occasionally make phone calls when needed, handling high volumes with consistency. Working hours are 2pm to 11pm (Lisbon time) to align with Brazilian patients, in a hands-on environment that values feedback and teamwork.

Qualifications

• 2+ years of experience in customer support, ideally through written channels (chat, WhatsApp, email).
• Excellent written communication with warm, clear tone.

Responsibilities

• Reply to patient messages on WhatsApp and email about appointments and app usage.
• Reach out to patients to motivate continued engagement with Nutrium.
• Handle high-volume conversations with empathetic, consistent tone; occasional phone calls.
• Support patients with app access, bookings, and routing questions to dietitians.
• Log issues and patterns to help improve product and processes.

Skills

Customer support experience

Brazilian Portuguese (native)

English (intermediate)

Written communication

Empathy

Job description

Welcome to Nutrium

Before you apply, here's the key thing: our mission is to promote global well-being by making quality 1:1 nutrition accessible to everyone. A lot has changed since we started, but our mission is still at the heart of everything we do. It's written in our culture book, in our proposals, in our docs, and it guides every decision we make.

Welcome to Nutrium. Before you apply, here's the key thing: our mission is to promote global well-being by making quality 1:1 nutrition accessible to everyone. A lot has changed since we started, but our mission is still at the heart of everything we do. It's written in our culture book, in our proposals, in our docs, and it guides every decision we make. It's also what allowed us, for years, to improve the experience of nutrition professionals and their patients through the world's #1 nutrition counseling platform. But we didn't stop there. Today, with Nutrium Care, we're taking the next step: bringing real, personalized nutrition to people anytime, anywhere, and helping them build healthier, happier lives. Along the way, we raised our Series A and surpassed €15M in funding, partnered with global leaders like Vodafone, Adidas, Wellhub, and Linde, and reached millions of people around the world. From day one, we also knew something else: building this future would take more than great tech. It would take a place where talented people can grow, feel supported, and actually enjoy the journey along the way. We’re proud of our journey so far, and we believe there’s space for more people to shine, challenge us, and help shape what comes next.

What You Will Bring

As a Customer Support Assistant in the Brazilian market, you'll be on the front line of Nutrium's patient experience, supporting people who want to improve their eating habits and health with the guidance of a dietitian. Most of your day will happen in writing. You’ll reply to patients on WhatsApp and email, answer their questions about appointments and the app, and help them get back on track with their nutrition journey. Making sure every message feels clear, warm and human. Because you’re in direct contact with patients every day, you’re also the person who best understands what isn’t working, and sharing that with the team is part of the job. Now and then, you’ll pick up the phone when a conversation is better had live. This is a hands-on, high-volume role where execution and consistency matter. Working hours are 2pm to 11pm (Lisbon time), so you can support patients in Brazil.

What You Will Be Doing

• Reply to patient messages on WhatsApp and email, answering questions about their appointments, the app and their nutrition journey;
• Reach out to patients who have paused or stopped their journey, understand what got in the way and help them feel motivated to continue with Nutrium;
• Manage several conversations at once, keeping response times short and the tone empathetic, consistent and professional;
• Make occasional phone calls when a situation needs a more personal touch;
• Provide support to patients with app access issues, booking and rescheduling appointments, and routing clinical questions to the right dietitian;
• Log and report the issues and patterns you spot in conversations (recurring questions, app bugs, booking difficulties) clearly and with examples, so the team can improve the product and processes.

You might be a great fit if you

• Are available to work from 2pm to 11pm (Lisbon time);
• Have 2+ years of experience in customer support, ideally through written channels (chat, WhatsApp, email);
• Write clearly, warmly and accurately, adapting your tone to each person and situation;
• Can handle a high volume of simultaneous conversations without losing quality or attention to detail;
• Like understanding why problems happen and communicating them objectively, not just solving them case by case;
• Are comfortable picking up the phone when needed;
• Stay positive and professional when patients don’t reply or decide not to continue;
• Handle sensitive conversations with empathy and emotional intelligence;
• Stay organised and reliable when handling repetitive tasks;
• Care about improving the patient experience in a health-related context;
• Speak and write Brazilian Portuguese at a native level (mandatory) and have an intermediate level of English;
• Live and have the legal right to work in Portugal;
• Have an "AI-native" mindset and are excited to bring intelligent tools into your everyday work.

Now, it's our turn

Transparency is one of our core values, so here's exactly what you can expect from Nutrium.

Salary range: 16.800€ - 25.200€, depending on your experience.

Perks and benefits

• A flexible work model and hours
• 27 days of annual leave
• Unlimited nutritional appointments (via Nutrium Care)
• Unlimited psychology sessions
• Health insurance
• Meal allowance: 10,46€ per working day
• Professional development budget
• Snacks and good coffee in the offices
• A multicultural team that enjoys spending time together, not just while working, but also through team activities, social events, and our annual offsite.

How We'll Get To Know Each Other

A quick overview of what our hiring journey looks like.

• First interview with the recruiter
• Challenge
• Technical interview
• Final interview with the team

We're committed to making our hiring process fair, inclusive, and human.

We aim to build a team that reflects the diversity of the world we live in. That means welcoming people of all races, ethnicities, genders, sexual orientations, ages, abilities, religions, and backgrounds.

If you're excited about this role but your experience doesn't align perfectly with every requirement, we still encourage you to apply. You might be exactly who we're looking for.

A note on our hiring process

We want our interviewers focused on you. To help with that, interviews may be recorded via Teamtailor Meet, with the support of AI note-taking tools.

If you'd prefer not to be recorded, just let us know before the interview begins. This won't change anything about how we assess you.