Customer Support Expert, Premium Subscriptions, English Market

Cross Border Talents; Lisboa; Presencial; EUR 16.000 - 20.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private health and dental insurance

Meal allowance card

22 days annual holiday

Monthly productivity bonus

Descripción de la vacante

Cross Border Talents is hiring an English-speaking support agent in Lisbon. You will assist subscribers with subscriptions, account management, billing and feature guidance during night shifts.

The 12-month fixed-term contract may become permanent after two years. Benefits include private health and dental insurance, a prepaid meal card, 22 days of annual holiday and a monthly productivity bonus based on performance.

Responsabilidades

• Assist subscribers with subscriptions, account management, and billing.
• Guide users on exclusive features and AI capabilities.
• Troubleshoot technical issues to ensure smooth experiences.
• Make outbound calls to resolve inquiries and personalize support.
• Monitor feedback to spot trends and minimize disruptions.

Descripción del empleo

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