Portuguese-Speaking Customer Support & Ops Lead

UNICEF Portugal; Lisboa; Híbrido; EUR 26 000 - 38 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work model

Health insurance

Additional vacation days and birthday?

Flexible afternoons for family time

Fresh fruit in the office

Opportunities for professional growth

Resumo da oferta

UNICEF Portugal is seeking a Customer Support Specialist to deliver high-quality donor support while improving processes and service consistency. This role blends hands-on donor interactions with an operational mindset to provide a donor-centric support experience.

You will help elevate the quality and consistency of donor support, optimize workflows, and collaborate with cross-functional teams to translate organizational priorities into effective support delivery.

Qualificações

• Native or fluent Portuguese speaker with excellent verbal and written communication skills.
• 2–4 years of experience in Customer Support, Helpdesk, or similar roles.
• Experience in NGO, subscription-based or recurring revenue environments is a plus.
• Hands-on experience with CRM and ticketing systems (e.g. Zendesk, Salesforce, Freshdesk or similar).
• Bachelor’s degree in Business Administration, Marketing, Communications, Social Sciences or a related field.

Responsabilidades

• Respond to donor inquiries via email and phone in a professional and timely manner.
• Handle complex or sensitive donor cases, ensuring accurate diagnosis and effective resolution.
• Act as an escalation point for non-standard issues, coordinating with internal teams as needed.
• Track, prioritize and follow up on donor requests in the CRM or ticketing system.
• Contribute to day-to-day stability and effectiveness of donor support operations.
• Ensure consistency in responses, processes and tools across donor interactions.
• Support workload organization and adherence to service standards.
• Monitor recurring issues, donor feedback and service indicators to identify opportunities for improvement.
• Propose practical enhancements to processes, workflows and templates to improve efficiency and donor satisfaction.
• Lead Customer Support team (1 HC) and collaborate with cross-functional teams.

Conhecimentos

Portuguese fluency

Customer support experience

CRM/ticketing experience

Problem solving

Organizational skills

Cross-functional collaboration

Formação académica

Bachelor's degree in Business Administration, Marketing, Communications, Social Sciences or related field

Ferramentas

Zendesk

Salesforce

Freshdesk

Descrição da oferta de emprego

UNICEF Portugal is seeking a Customer Support Specialist to deliver high-quality donor support while improving processes and service consistency. This role blends hands-on donor interactions with an operational mindset to provide a donor-centric support experience.

You will help elevate the quality and consistency of donor support, optimize workflows, and collaborate with cross-functional teams to translate organizational priorities into effective support delivery.