Customer Support Specialist

Cross Border Talents; Lisboa; On-site; EUR 13,000 - 15,000; Full time

Benefits offered by this job

Private health insurance

Dental insurance

Meal allowance via prepaid card

Job summary

Cross Border Talents in Lisbon is seeking an Operations Customer Expert to provide dedicated English-language support for premium subscription users. You will handle account setup, renewals, billing inquiries, and guide users through plan options while educating them on AI features to enhance platform value.

The role requires flexibility for rotating day/night shifts in a full-time schedule with a comprehensive training program and an eventual move to a permanent contract after two years.

Qualifications

• Professional fluency or native-level English in speech and writing.
• Excellent communication and customer-centric mindset.
• Strong problem-solving ability and technical adaptability.

Responsibilities

• Provide dedicated English-language support for premium subscription users across channels.
• Assist users with account setup, sign-ups, renewals, billing inquiries, and plan navigation.
• Educate users on exclusive premium features and AI tools to maximize value.

Skills

English fluency

Customer service

Communication

Problem solving

Technical adaptability

Job description

Are you passionate about technology, cutting-edge AI tools, and delivering exceptional customer experiences?Join our team in Lisbon as a Customer Support Specialist and assist users of premium subscription services across leading social media and communication platforms!

Job Role & Key Responsibilities

As an Operations Customer Expert, you will provide dedicated English-language support for premium subscription users.

• Subscription & Account Management: Assist users with account setup, sign-ups, renewals, billing inquiries, and plan tier navigation.
• Product & AI Feature Guidance: Educate users on exclusive premium features and integrated AI tools to maximize platform value.
• Multi-Channel & Outbound Support: Handle inquiries via phone, email, and/or chat, and perform targeted outbound calls to resolve issues quickly with a personalized touch.
• Technical Troubleshooting: Identify, diagnose, and resolve technical issues and native app features to ensure a seamless, top-tier user experience.
• Trend Monitoring: Track user feedback to identify recurring issues, improve processes, and minimize service disruptions.

Shift Options & Working Hours

Positions are full-time (40 hours per week, 8-hour daily shifts + 1-hour lunch break) operating on a 24/7 coverage model. You can choose from two available shift options:

• Day Shift: Scheduled between 07:00 and 22:00, Monday through Sunday (rotating shifts).
• Night Shift: Scheduled between 22:00 and 07:00, Monday through Sunday (rotating shifts).

Compensation & Salary Structure

Monthly Gross Salary Breakdown (Based on 22 working days):

• Holiday Allowance: €77.42 (paid in monthly installments)
• Christmas Allowance: €77.42 (paid in monthly installments)
• Meal Allowance: €154.00 (€7.00/day, paid via a prepaid meal card; exempt from Social Security & IRS taxes)
• Total Fixed Monthly Salary: €1,237.83 gross
• Variable Performance Bonus: Up to €300.00 / month (based on monthly performance metrics)
• Night and weekend shifts bonus
• Contract Type: Initial Selection Agreement for training, leading to an Employment Uncertain Term Contract (foreseeable duration of 12 months), with an opportunity for a Permanent Contract after 2 years.
• Health Coverage: Private health and dental insurance provided upon contract signature (requires valid NIF and Social Security number).
• Paid Leave: 22 days of annual holiday entitlement under Portuguese law, plus compensation days for working on Portuguese public holidays.

Training Program & Compensation

We invest in your success with a mandatory, comprehensive training program before starting live operations.

• Training Modules:
• Integration into the local team and company culture
• Software programs and tools training
• In-depth product and service training
• Customer management skills (phone, email, and chat)
• On-the-job training and practical implementation
• Training Allowance: Paid under a Selection Agreement at €18.56 per day (€92.80 per 5-day week), exempt from social security taxes during training. (Note: Training compensation is paid upon successful completion of training and contract signing).

Workplace & Location

• Location: Modern office facility located in Lisbon, Portugal.
• On-Site Amenities: Modern lounge area, fully equipped cafeteria, spacious operations floor, and dedicated meeting rooms.
• Bus: Carris lines 701, 731, 735, and 754 (Schedules: 05:15 - 00:00).

Requirements & Skills

• Language: Professional fluency/native-level proficiency in English (spoken and written).
• Skills: Excellent communication skills, strong problem-solving ability, customer-centric mindset, and technical adaptability.
• Availability: Flexibility to work on rotating schedules within your chosen shift window (including weekends).