Onboarding Customer Support Advisor - Night Shift (Remote in Portugal)

Otonomee; Portugal; Remote; EUR 14,000 - 17,000; Full time

Benefits offered by this job

Fully remote in Portugal

Salary paid in 14 installments

Night shift allowance

Internet allowance

Meal allowance

Equipment provided

Home office allowance

Wellbeing/gym access

Growth opportunities

Team events

Job summary

Otonomee is seeking a dedicated Onboarding Customer Support Advisor for Momence, a remote opportunity based in Portugal. You will deliver prompt onboarding guidance by phone and email in English and Portuguese, helping new customers set up and understand the platform.

You’ll educate customers on best practices, troubleshoot tier 1 issues, and collaborate with teams to improve processes. A strong focus on empathy, clarity, and continuous learning is essential.

Qualifications

• 2-3 years in customer support, with emphasis on phone interactions.
• Fluent in English and Portuguese.
• Comfortable with technology and troubleshooting Tier 1 issues.
• Excellent communication and empathy in customer interactions.

Responsibilities

• Provide onboarding support to Momence customers via phone and email in English and Portuguese.
• Educate customers on system setup, usage, and best practices.
• Identify and help resolve recurring issues, contributing to internal improvements.
• Maintain and update knowledge base and internal resources.
• Demonstrate active listening and clear communication with customers.

Skills

Customer support

Phone support

English proficiency

Portuguese proficiency

Tech-savvy

Job description

About The Role Location: Remote - based in Portugal Terms: Permanent Contract / Full-Time 40h weekly We are looking for a tech-savvy Onboarding Customer Support Advisor with fluent English and Portuguese language skills who is passionate about delivering outstanding Customer onboarding support via phone and email while driving improvements to the Customer experience. If you enjoy instructing, problem-solving and helping new Customers thrive, we would love to hear from you! This is a work-from home position based in Portugal.

About our Partner Momence is an online events platform for businesses that create event pages, sell tickets, make video courses, and much more. Momence aims to help their Clients save time and grow revenue by creating bespoke Customer experiences & automating backend admin such as taking bookings & closing new leads.

Schedule: Thursday to Monday 00:00-08:30

WHAT YOU'LL BE DOING

• Customer Onboarding Support Excellence: Provide prompt, friendly, and accurate support & guidance to newly onboarded Momence Customers via phone and occasionally email in English and Portuguese. Offer clear, step-by-step guidance to resolve questions and ensure a smooth onboarding experience for new Momence Customers.
• Customer Education & Interaction: Respond to inquiries with empathy, professionalism, and an understanding of customer needs. Proactively engage with Customers to exceed their expectations, offering solutions that leave a lasting positive impression. Educate& train customers on system setup, correct usage & best practices.
• Proactive Problem Solving: Stay ahead of potential issues by identifying and addressing problems before they elevate. Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products.
• Product Expertise: Maintain in-depth knowledge of the Momence platform to assist Customers effectively and confidently. Contribute to building and updating internal resources and customer-facing knowledge base articles to empower others.
• Empathy and Clear Communication: Demonstrate active listening, ensuring customers feel understood and valued. Simplify complex technical information into easy-to-understand instructions.
• Continuous Learning & Quality Assurance: Uphold commitment to delivering high-quality support by adhering to best practices and quality standards. Participate in ongoing training and stay up to date with our evolving platform and industry trends.

OUR RECRUITMENT PROCESS

Our recruitment process is 3 stages. 30 min Teams interview with the Recruitment Team Language test if applicable to the role 45 min Teams interview with the Hiring Team

Your profile Experience: 2-3 years in customer support, with a focus on phone interactions. Previous experience with US, Australian, or New Zealand customers is a plus. Training and/or pre-sales experience would be advantageous.

Language Skills: Fluent English

Tech-Savvy: Comfortable with technology and able to troubleshoot tier 1 technical issues.

Communication Skills: Exceptional communication skills (both written and verbal), with the ability to articulate solutions clearly and effectively.

Customer Focus: A passion for delivering outstanding customer service and a commitment to resolving issues with empathy and professionalism.

Adaptability: Comfortable working in a fast-paced environment and embracing change.

Team-Oriented: Ability to work both independently and collaboratively, contributing to a supportive and proactive team environment.

Growth Mindset: A curiosity and eagerness to learn, adapt, and contribute to continuous improvement.

Thrives at Fast Pace: Prioritization skills, resilience to pressure, and the ability to maintain focus amid constant change.

WHAT YOU GET IN RETURN

• Fully Remote work based in Portugal
• Salary: €15,250 (Paid in 14 installments)
• Night shift allowance
• Monthly internet allowance of €20
• Meal Allowance of €10.46
• Equipment provided
• Home office allowance
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility

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