English-Speaking Customer Support Specialist

Cross Border Talents; Lisboa; On-site; EUR 9,500 - 11,000; Full time

Job summary

Cross Border Talents in Lisbon, Portugal is hiring for an international customer-experience project supporting premium digital service subscribers. You will handle subscriptions, billing and renewals, product guidance, integrated AI-powered features, and technical troubleshooting.

Responsibilities include assisting sign-ups, renewals, billing inquiries, account management, and providing multi-channel support by phone, email and chat.

Qualifications

• Experience in customer support or CX roles is preferred.
• Ability to handle subscriptions, billing, renewals and account management.
• Comfort with phone, email and chat channels and basic product guidance.

Responsibilities

• Support subscribers with sign-ups, renewals, billing, plan options, account management and technical issues.
• Provide customer support through telephone, email and/or chat, including outbound calls when needed.
• Guide users through premium features and AI-powered tools to maximize value.
• Identify recurring issues and feedback trends, troubleshoot problems and minimize service disruptions.

Job description

LOCATION:Lisbon, Portugal

WORK MODEL:On-site

Schedule:Monday to Sunday

SHIFT WINDOW:07:00-22:00 (each shift 8 hours + 1 hour lunch break)

WORKING TIME:40 hours/week

TRAINING:10 working days

ABOUT THE OPPORTUNITY

Join an international customer-experience project supporting subscribers of a premium digital service. You will handle subscription and account questions, billing and renewals, product guidance, integrated AI-powered features, and technical troubleshooting.

KEY RESPONSIBILITIES

• Support subscribers with sign-ups, renewals, billing, plan options, account management, technical issues, and product features.
• Provide customer support through telephone, email and/or chat, including targeted outbound calls when needed.
• Guide users through premium features and AI-powered tools, helping them get maximum value from the service.
• Identify recurring issues and user-feedback trends, troubleshoot problems, and help minimize service disruptions.

WORKING CONDITIONS & TRAINING

• Rotating day shifts Monday-Sunday within 07:00-22:00; 8 working hours per day plus a 1-hour lunch break.
• 10 working days of training, 8 hours/day, covering systems, product knowledge, customer management and on-the-job practice.
• Training is managed under a Selection/Training Agreement and compensated at EUR 18.56 per day (EUR 92.80 for 5 working days) for candidates who successfully complete it.
• If training is voluntarily terminated early, no training compensation is paid and additional training-related expenses are not reimbursed.

COMPENSATION, CONTRACT & BENEFITS

• Base salary: EUR 938 gross/month + EUR 77.42 monthly holiday allowance + EUR 77.42 monthly Christmas allowance.
• Meal allowance: EUR 7.00 per working day, paid via prepaid meal card; variable productivity bonus up to EUR 300 gross/month.
• After successful training: uncertain-term Portuguese employment contract with an expected duration of about 12 months; possibility of a permanent contract after 2 years.
• 22 days annual leave; Portuguese public holidays apply, with a compensatory day off if scheduled to work on a public holiday.
• Private health and dental insurance after contract signature, provided the employee already has a Portuguese NIF and Social Security number (NISS).