Digital Support Agent

Story Terrace Inc.; Lisboa; Presencial; EUR 30 000 - 45 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work policy: 3 days in office + 2 days remote

Meal allowance

Career progression opportunities

Resumo da oferta

Story Terrace Inc. is seeking a Digital Support Agent based in Lisbon, Portugal to deliver high-quality support for SME clients. You will play a critical role in ensuring client satisfaction by resolving issues and helping clients effectively use our services.

This position requires at least 3 years of experience in client-focused roles and fluency in Portuguese and English. The role offers a hybrid work environment, competitive salary, and opportunities for career progression.

Qualificações

• 3+ years of experience in client-centric roles or similar positions.
• Experience supporting SME clients in a fintech or banking environment.
• Comfortable working with CRMs, workflow tools, and ticketing systems.

Responsabilidades

• Deliver fast, empathetic, and high-quality support across various channels.
• Build trusted relationships with clients by providing reliable support.
• Contribute to improving internal documentation and Help Center content.

Conhecimentos

Client-first mindset

Strong communication skills

Problem-solving

Organizational skills

Fluency in Portuguese and English

Ferramentas

HubSpot

Descrição da oferta de emprego

About Rauva – Building the Next Generation Tech Bank

Rauva is on a mission to simplify how businesses and individuals manage their financial lives. Founded in Lisbon in 2023, Rauva is a fintech platform that supports business owners, entrepreneurs, and freelancers with digital tools to manage their daily financial operations.

Our achievements say it all:

• Awarded Mastercard For Fintechs Europe 2024
• Winner of the Banking Tech Awards 2024
• Recognized in the Technology Fast 50 2024 by Deloitte
• Winner of the Prémio Navegantes XXI 2024
• Selected by Banco de Portugal for the Finlab Portugal program
• Selected by Unicorn Factory Lisboa
• Tech Innovator in Portugal 2023 by KPMG

Southern Europe faces unique regulatory, operational, and financial challenges, including mandatory e‑invoicing and accounting rules, as well as the need for local banking rails and tailored financial tools. Rauva is building a truly integrated banking experience that unifies business and personal financial life in one seamless platform.

From multi‑currency business accounts and payments to lending, savings, card issuing, open banking, and bancassurance, we are building the infrastructure that will support the next generation of European entrepreneurship.

About you

We are looking for a client‑focused professional who is passionate about helping SMEs succeed and delivering outstanding client experiences.

You enjoy solving problems, building trust with clients, and navigating fast‑paced environments with empathy and ownership. You understand that great client support goes beyond answering product questions — it’s about understanding client needs, resolving issues efficiently, and helping users feel confident when using Rauva’s products and services.

You are proactive, solution‑oriented, and comfortable managing conversations across multiple channels, including chat, email, and phone. You thrive in collaborative environments and genuinely care about creating positive experiences for clients.

What’s the role

As a Digital Support Agent at Rauva, you will play a key role in supporting our SME client base by delivering high‑quality client experiences across the entire client journey.

You will act as a trusted point of contact for clients, helping them navigate our products and services while ensuring issues are resolved with empathy, efficiency, and strong product knowledge.

This role sits at the heart of the clients experience at Rauva, working closely with Product, Operations, and Commercial teams to continuously improve how we support and serve our clients.

Your Responsibilities

• Deliver fast, empathetic, and high‑quality support across chat, email, and phone channels.
• Support SME clients in understanding and using Rauva’s products and services effectively.
• Build trusted relationships with clients by providing reliable and knowledgeable support throughout their journey with Rauva.
• Proactively follow up on client cases to ensure timely resolution and client satisfaction.
• Handle complex or high‑pressure client situations with empathy, ownership, and clear communication.
• Use HubSpot to manage client interactions, workflows, and internal processes.
• Maintain high standards around SLAs, KPIs, and internal processes.
• Contribute to the continuous improvement of internal documentation, operational workflows, and Help Center content.
• Act as the voice of the clients internally, helping improve the overall client experience at Rauva.

What’s your ideal background?

Experience

• 3+ years of experience in client‑centric roles or similar positions.
• Experience supporting SME clients in fintech, banking, SaaS, or fast‑paced technology environments is highly valued.
• Proven experience handling client complaints and resolving escalations effectively.
• Comfortable working with CRMs, workflow tools, ticketing systems, and process‑driven environments.
• Familiarity with accounting, invoicing, or tax‑related topics is considered a plus.

Skills & Competencies

• Strong communication and interpersonal skills with the ability to listen, empathize, and problem‑solve effectively.
• Comfortable communicating across multiple channels, including chat, email, and phone.
• Strong organizational skills and attention to detail in high‑volume environments.
• Client‑first mindset with a proactive and solution‑oriented approach.
• Ability to work cross‑functionally and collaborate with multiple internal teams.
• Thrives in fast‑paced, dynamic, and evolving environments.
• Portuguese and English fluency are mandatory. Additional European languages are a plus.

What we can offer you

• Hybrid policy: 3 days in the office + 2 days remote
• Competitive salary
• Meal allowance
• Cutting‑edge product environment with access to advanced AI, automation, and banking technologies
• Off‑site events and team getaways promoting genuine connection and team culture
• Career progression in a rapidly expanding tech bank aiming to scale across Southern Europe
• The opportunity to build foundational products for an European bank designed for SMEs and individuals

The hiring process for this role

1. Intro call with People Team
2. Interview with Hiring Manager
3. Final Feedback & Job Offer

Join the Rauva mission to make entrepreneurship easily accessible to everyone.

Be part of Rauva’s mission to make entrepreneurship easily accessible to everyone.

If you’re driven by innovation, excel in a fast‑paced startup environment, and want to be involved in impactful solutions, Rauva is the place for you. Join us in shaping the future of banking and enabling SMEs to grow and succeed across Europe.

Be part of a groundbreaking journey where innovation meets impact, and help us create something truly pioneering.