English Customer Support Specialist - Lisbon

Cross Border Talents; Lisboa; On-site; EUR 10,000 - 14,000; Full time

Benefits offered by this job

Private health insurance

Dental insurance

22 days annual holiday

Job summary

Cross Border Talents in Lisbon is seeking an Operations Customer Expert to provide English-language support for premium subscription users across leading social platforms.

You will handle account setup, renewals, billing inquiries, and guide users on premium features and AI tools. The role is full-time with rotating day and night shifts, comprehensive training, and a path to permanent contract.

Qualifications

• English language proficiency required for all customer interactions.
• Strong communication and problem-solving abilities to handle inquiries and issues.
• Customer-centric mindset with the ability to adapt to new tools and features.

Responsibilities

• Provide dedicated English-language support for premium subscription users across channels.
• Assist with account setup, sign-ups, renewals, billing inquiries, and plan navigation.
• Educate users on premium features and integrated AI tools.
• Handle inquiries via phone, email, and chat, with proactive outbound follow-ups.
• Identify and troubleshoot technical issues to ensure a seamless user experience.
• Monitor user feedback to identify recurring issues and improve processes.

Skills

English

Communication skills

Problem-solving

Customer-centric mindset

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):

• Base Salary: €938.00
• 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)

Contract Terms & Benefits:

• 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.

• Duration: 10 working days (8 hours/day).
• 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.
• Convenient Transport Access:
  • Metro: Near Entrecampos and Jardim Zoológico stations (Schedules: 06:30 - 01:00).
  • Bus: Carris lines 701, 731, 735, and 754 (Schedules: 05:15 - 00:00).
  • Train: Near Entrecampos train station.

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).