Customer Support Specialist – Operations Customer Expert

Cross Border Talents; Coimbra; On-site; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Relocation Support

Accommodation Options

Health & Well-being

Job summary

Cross Border Talents is seeking an Operations Customer Expert to join our Lisbon team, supporting users of a leading American AI research and deployment company. You will troubleshoot, resolve billing issues, and guide customers across multiple channels to deliver outstanding experiences.

The role requires excellent English communication, a customer-first mindset, and the ability to work in a 24/7 shift pattern after a comprehensive training program and relocation support.

Qualifications

• Fluency in English (written and spoken).
• Strong communication skills and a customer-first mindset.
• Ability to troubleshoot technical and billing issues effectively.
• Flexibility to work in rotating shifts within a 24/7 environment.
• Passion for AI and innovative tech solutions.

Responsibilities

• Customer Support: Assist customers with billing, invoicing, and account access issues in a professional and timely manner.
• Product Guidance: Guide, support, and train users on how to navigate and utilize the client's AI platform and products.
• Issue Resolution: Investigate and troubleshoot user inquiries across digital support channels with high efficiency and accuracy.
• Quality Excellence: Deliver high-quality service that consistently exceeds client expectations and quality scoring benchmarks.

Skills

English fluency

Strong communication

Customer-first mindset

Troubleshooting

Job description

About the Role

Are you passionate about cutting‑edge technology? We are looking for an Operations Customer Expert to join our team in Lisbon supporting users of a world‑leading American AI research and deployment company. In this role, you will provide exceptional, professional support to consumers and business users across multiple channels, focusing on troubleshooting, problem‑solving, and delivering an outstanding user experience.

Key Responsibilities

• Customer Support: Assist customers with billing, invoicing, and account access issues in a professional and timely manner.
• Product Guidance: Guide, support, and train users on how to navigate and utilize the client's AI platform and products.
• Issue Resolution: Investigate and troubleshoot user inquiries across digital support channels with high efficiency and accuracy.
• Quality Excellence: Deliver high‑quality service that consistently exceeds client expectations and quality scoring benchmarks.

Work Schedule & Training

• Work Schedule: 8‑hour daily shifts (40 hours/week) with a 1‑hour lunch break. Schedules operate 24/7 across Day Shifts (07:00–22:00) or Night Shifts (22:00–07:00).
• Comprehensive Training: Includes a 15‑working‑day intensive training program (8 hours/day) covering software tools, client products, customer management, and hands‑on practical training.

What We Offer

• Relocation Support: Complete relocation assistance and logistics for international candidates.
• Accommodation Options: Available private room in a shared company apartment with all utility bills and cleaning service included.
• Health & Well‑being: Private health and dental insurance, on‑site clinic access, and free meal items (soup, bread, salad, fruit).
• Perks & Benefits: Annual travel home support, local language classes, legal/administrative assistance (visas, NIF, housing), and social/cultural activities.

Requirements

• Fluency in English (written and spoken).
• Strong communication skills and a customer‑first mindset.
• Ability to troubleshoot technical and billing issues effectively.
• Flexibility to work in rotating shifts within a 24/7 environment.
• Passion for artificial intelligence and innovative tech solutions.