Danish Speaking Customer Advisor

Ignite Travel; Lisboa; On-site; EUR 15,000 - 18,000; Full time

Benefits offered by this job

Paid professional training

Health & well-being

Modern work facility

Career growth

Relocation & admin support

Community & culture

Job summary

Ignite Travel Group in Lisbon, Portugal, is hiring a Danish-speaking Customer Advisor for its FinTech-related division. This on-site role supports SMBs and retailers across Denmark with onboarding, troubleshooting, and account assistance.

You will handle payments, card reader issues, and software integrations while maintaining high CSAT and a fast First Response Time in a busy FinTech environment.

Qualifications

• Danish language at C2 level with strong English (B2) for internal systems and cross-functional use.
• EU/EEA citizenship or valid work authorization for Portugal.
• Excellent communication, active listening, and professional business writing.

Responsibilities

• Provide inbound merchant support to Danish clients via calls, email, and chat.
• Troubleshoot hardware, card readers, and software integrations for merchants.
• Assist with onboarding, KYC checks, and account activations.
• Handle billing inquiries, payout schedules, and transaction questions.
• Escalate complex issues to engineering or risk teams via CRM.

Skills

Danish language

English fluency

Communication skills

Customer focus

Tech affinity

Tools

CRM tools

Mobile devices

Job description

Location: Lisbon, Portugal (On-Site)

Position Type: Full-time, Permanent

Working Hours: 40 hours per week (5 days a week, 8 hours per day, rotating schedule)

Operating Hours: Monday to Friday (08:00-20:00) | Saturday & Sunday (09:00-18:00)

Languages Required: C2-level Danish + Minimum B2 English

About the Role

Are you an expert Danish speaker with a strong affinity for technology, business applications, and empowering entrepreneurs to thrive? We are expanding our international division in Lisbon and looking for an enthusiastic, service-oriented Customer Advisor to champion the Danish market for one of Europe's premier mobile payment, point-of-sale (POS), and financial commerce networks.

In this capacity, you will serve as the primary point of contact for small-to-medium-sized business owners, retailers, market vendors, and hospitality merchants across Denmark. You will steer them through onboarding, troubleshooting card reader hardware, managing software integrations, and resolving billing or account inquiries.

If you are eager to step into the fast-paced realm of FinTech while soaking up Lisbon's coastal lifestyle, sun-drenched climate, and lively expat community, this opportunity is custom-tailored for you.

Key Responsibilities

• Inbound Merchant Support: Deliver high-caliber, personalized assistance to Danish corporate clients via inbound telephone calls, email correspondence, and live web chat.

• Hardware & Card Reader Troubleshooting: Guide merchants through pairing procedures, firmware updates, Bluetooth linking, and equipment setup for mobile card readers and terminal hardware.

• Software & App Assistance: Support merchants with mobile point-of-sale applications, inventory tracking tools, receipt configurations, analytical dashboards, and e-commerce integrations.

• Payment & Transaction Queries: Handle inquiries regarding payout timetables, transaction validations, fee breakdowns, chargebacks, and account status updates.

• Account Onboarding & KYC Support: Assist newly registered merchants through identity verification protocols (Know Your Customer / anti-money laundering checks) to guarantee seamless account activation.

• Incident Escalation: Log, categorize, and route complex technical bugs or high-tier financial questions to internal specialized engineering and risk departments using CRM platforms (e.g., Zendesk, Salesforce).

• Customer Satisfaction: Strive for first-contact resolution while upholding elite Customer Satisfaction (CSAT) scores and First Response Time metrics.

Working Hours & Shift Structure

• Commitment: 40 hours weekly (5 working days, 8 working hours daily, plus meal and structured breaks).

• Work Model: 100% on-site at our state-of-the-art office hub located in Lisbon.

  • Project Operating Windows (Rotating Shifts):

    • Monday to Friday: Between 08:00 and 20:00

    • Saturday and Sunday: Between 09:00 and 18:00

• Schedule Pattern: Shifts and rest days rotate across the 7-day calendar, ensuring an equitable distribution of weekend coverage and advance visibility of your working rota.

Mandatory Criteria

• Language Skills: Bilingual or professional fluency (C1/C2) in Danish, paired with a robust working command of English (minimum B2) for internal systems, training materials, and cross-functional communication.

• Right to Work: EU/EEA citizenship or a valid, unrestricted work authorization/residency visa for Portugal.

• Communication Skills: Exceptional active listening, verbal clarity, and professional business writing capabilities tailored to B2B and entrepreneur interactions.

• Tech Affinity: High comfort level utilizing digital platforms, mobile operating systems (iOS and Android), cloud-based tools, and navigating dual-monitor computer stations.

• Customer Focus: A solution-driven, patient, and empathetic mindset toward small business owners managing live retail or restaurant environments.

Preferred (Good to Have, Not Mandatory)

• Prior background in customer support, retail, hospitality, tech support, call centers, or banking/FinTech sectors.

• Basic familiarity with payment gateways, POS cash registers, or merchant acquisition services.

Compensation & Relocation Options

We offer two distinct remuneration packages tailored to whether you already reside in Lisbon or are relocating from abroad:

Option 1: Standard Package (Without Company Accommodation)

• Gross Salary: €1,635.66 gross per month (distributed across 12 monthly payouts).

• Target Profile: Candidates who already live within the Lisbon metropolitan region or prefer arranging their own private housing independently.

• Includes: Full local administrative onboarding and access to standard corporate benefits.

Option 2: Full Relocation Package (With Company Accommodation)

• Gross Salary: €1,369.66 gross per month (distributed across 12 monthly payouts).

• Target Profile: Candidates relocating to Portugal seeking a smooth, move-in-ready transition.

• Accommodation Provided: A private, fully furnished bedroom inside a high-standard shared company apartment.

• Utilities Included: Water, electricity, gas, high-speed Wi-Fi, and regular communal area cleaning are completely covered at no extra cost.

• Travel Assistance: Full flight ticket reimbursement to Lisbon following successful onboarding.

• Airport Transfer: Seamless pickup from the Lisbon airport straight to your allocated residence upon arrival.

What We Offer

• Paid Professional Training: Thorough 2 to 3 weeks of fully compensated initial instruction covering FinTech products, financial regulations, software platforms, and best-in-class customer service methods.

• Health & Well-being: Private medical and dental insurance coverage following the completion of the initial probationary period, along with on-site doctor support and well-being initiatives.

• Modern Work Facility: Ergonomic workspaces, break zones with games, dining facilities, and team lounges situated close to Lisbon's public transit network (metro and buses).

• Career Growth: Transparent internal progression paths leading into Quality Assurance, Team Management, Technical Escalation tiers, Product Operations, and Training.

• Relocation & Administrative Support: Dedicated relocation specialists to help you secure your Portuguese tax number (NIF), Social Security number (NISS), local bank account, and national registration (CRUE).

• Community & Culture: An international, welcoming work atmosphere featuring year-round cultural events, language exchange meetups, sports leagues, and seasonal celebrations.