Customer Support Specialist – English Market

Cross Border Talents; Vila Franca de Xira; On-site; EUR 10,000 - 12,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Meal allowance

Annual leave 22 days

On-site gym

Cafeteria & campus facilities

Career growth

Job summary

Cross Border Talents in Lisbon seeks a Customer Support Specialist to assist consumers and business users of a leading AI platform. You will troubleshoot access issues, answer billing questions, and guide users through advanced generative AI tools, delivering a top-tier customer experience.

The role requires native or near-native English, a passion for technology, strong problem-solving skills, and reliability on rotating day shifts, including weekends.

Qualifications

• Native or near-native level of English (written and spoken).
• Strong passion for technology, AI, and digital tools.
• Excellent problem-solving skills with high attention to detail.
• Previous experience in customer support or call center environments is a plus.
• Ability to work on flexible day-shift schedules including weekends (rotating shifts).
• Valid legal entitlement to work in Portugal (EU Citizenship or valid Residency/Work Permit).

Responsibilities

• Provide reactive and efficient support across multiple channels (chat, email, and phone) to individual and corporate users.
• Troubleshoot account access problems and resolve billing and invoicing queries.
• Guide customers on effectively utilizing the AI platform's features and products.
• Maintain high-quality service standards that exceed performance indicators and quality scoring metrics.
• Provide clear, professional, and timely responses to customer inquiries.

Skills

English (native or near-native)

Problem solving

Customer support experience

Attention to detail

Flexibility / shift work

Job description

About the Role

We are seeking a customer-focused and tech-savvy Customer Support Specialist to join our team in Lisbon. In this role, you will provide high-quality support to consumers and business users of a leading, world-renowned American Artificial Intelligence platform. You will play a crucial role in troubleshooting issues, guiding users through advanced generative AI products, and delivering an exceptional customer experience in a fast-paced environment.

Key Responsibilities

• Customer Support: Provide reactive and efficient support across multiple channels (chat, email, and phone) to individual and corporate users.
• Issue Resolution: Troubleshoot account access problems and resolve billing and invoicing queries.
• Product Guidance: Assist, guide, and educate customers on effectively utilizing the AI platform's features and products.
• Quality Excellence: Maintain high-quality service standards that exceed performance indicators and quality scoring metrics.
• Communication: Provide clear, professional, and timely responses to customer inquiries.

Training Program

• Duration: 15 working days (8 hours/day) of comprehensive, paid training prior to contract signing.
• Content: Product knowledge, system tools, customer handling techniques, and on-the-job practice.
• Compensation: Daily training allowance provided for candidates who successfully complete the training phase.

Requirements

• Native or near-native level of English (written and spoken).
• Strong passion for technology, artificial intelligence, and innovative digital tools.
• Excellent problem-solving skills with high attention to detail.
• Previous experience in customer support or call center environments is a plus.
• Ability to work on flexible day-shift schedules including weekends (rotating shifts).
• Valid legal entitlement to work in Portugal (EU Citizenship or valid Residency/Work Permit).

Salary & Benefits

• Base Salary: €1,000.00 / month
• Monthly Meal Allowance: €154.00 / month (paid tax-free via meal card, based on 22 working days)
• 13th & 14th Month Allowances: €166.66 / month (pro-rated monthly split of Holiday and Christmas bonuses)
• Gross Monthly Package: ~€1,320.67
• Performance Bonus: Up to €200.00 / month (variable performance-based bonus)
• Health Benefits: Private Health & Dental Insurance upon contract signature
• Vacation: 22 days paid annual leave + public holiday compensation days
• Workplace Amenities: On-site gym, cafeteria, and modern campus facilities located near public transport (Metro & Train station).
• Career Growth: Permanent contract opportunity after 2 years.