Customer Support Expert, Premium Subscriptions, English Market

CallForTalents; Lisboa; On-site; EUR 17,000 - 23,000; Full time

Benefits offered by this job

Private health insurance

Dental insurance

Meal allowance

22 days annual leave

Holiday compensation for public days

Job summary

CallForTalents in Lisbon seeks a customer support specialist to assist subscribers of a premium service. You will help users manage subscriptions, navigate exclusive features, and resolve technical issues across apps through chat, email and phone.

The role is night shifts from 22:00 to 07:00, 40 hours per week, on-site with a 12-month fixed-term contract, followed by potential permanent employment under Portuguese law. A paid training period and productive bonuses accompany the package.

Qualifications

• Fluent English required for customer-facing interactions.
• Experience in handling subscriptions, billing or account management is preferred.
• Strong communication and problem-solving abilities with a customer-first mindset.

Responsibilities

• Assist subscribers across the app family with subscriptions and account management.
• Help users manage sign-ups, renewals, and billing plans.
• Make outbound calls to resolve inquiries and personalize support.
• Educate subscribers on exclusive features and AI capabilities.
• Monitor feedback to identify recurring issues and improve service.

Skills

Fluent English

Customer support

Communication skills

Education

High school diploma or equivalent

Tools

CRM software

Job description

Join a team providing dedicated English support for subscribers of a leading technology company's premium subscription service. You will help users manage their subscriptions, guide them through exclusive features and integrated AI tools across several social and messaging apps, and troubleshoot technical issues to ensure a top-tier user experience.

Key points

• Location: Lisbon, Portugal, on-site
• Market: English
• Schedule: Night shift. The project operates 24/7, but this role is scheduled between 22:00 and 07:00, Monday to Sunday, on rotating shifts. Daily working time is 8 hours plus a 1-hour lunch break, 40 hours per week
• Contract: Fixed-term employment contract with a foreseeable duration of 12 months, becoming permanent after 2 years. Portuguese employment law applies
• Compensation: Monthly gross salary, with holiday and Christmas allowances paid in monthly instalments, a meal allowance on a prepaid meal card, and a variable monthly productivity bonus based on performance
• Benefits: Private health and dental insurance after contract signature (a NIF and Social Security number are required), 22 days of annual holiday, and a compensation day if you work on a public holiday

Responsibilities

• Assist subscribers across the app family with subscription options, account management, technical issues and native features
• Help users manage sign-ups, renewals, billing and plan tiers
• Make targeted outbound calls to resolve subscriber inquiries faster and personalize the support experience
• Educate subscribers on exclusive features and AI capabilities to maximize the value of the platform
• Monitor user feedback to spot trends, troubleshoot recurring issues and minimize service disruptions

Training

• Paid initial training of 10 working days, 8 hours per day, covering the team, software, product knowledge, customer management by phone, email and chat, and on-the-job practice
• A training agreement is signed on the first day, and the employment contract is signed after successful completion
• Training compensation is paid only to those who complete it