Senior English Customer Support Advisor

Cross Border Talents; Lisboa; On-site; EUR 26,000 - 38,000; Full time

Benefits offered by this job

Structured development

Coaching recognition

Job summary

Cross Border Talents is seeking an experienced Senior Customer Support Advisor for our Lisbon team. You will handle a full caseload of customer contacts by phone and chat, act as a go-to mentor for nearby advisers, and help new starters settle in during their first weeks.

You will review call and chat quality, provide constructive feedback, and share best practices for handling difficult conversations. Rotating shifts apply.

Qualifications

• Fluent English at C1 level or higher.
• At least 1 year of customer service experience.
• Experience coaching or mentoring colleagues is a plus.
• Rotating shifts apply.

Responsibilities

• Handle a full caseload of customer contacts by phone and chat.
• Review call and chat quality and provide constructive feedback.
• Share best practices on handling difficult conversations.
• Help new starters settle in during their first weeks and monitor early performance.
• Raise recurring issues to the operations team to fix root causes.

Skills

English proficiency

Customer service experience

Coaching/mentoring

Job description

About the role

We are looking for an experienced English-speaking Senior Customer Support Advisor to join our Lisbon team. Beyond handling a full caseload of customer contacts by phone and chat, you will act as a go-to colleague for the advisors around you. You will review call and chat quality, give constructive feedback, and share best practice on handling difficult conversations.

You will also help new starters settle in during their first weeks, answering questions and monitoring their early performance against agreed targets. When patterns of recurring issues appear, you will raise them with the operations team so that root causes can be fixed rather than repeatedly patched.

Requirements

• fluent English at C1 level or higher, which is the minimum for this role.
• At least one year of customer service experience is required, and experience coaching or mentoring colleagues is a clear advantage.
• You should be calm under pressure, organised, and comfortable giving feedback in a fair and encouraging way.
• Rotating shifts apply.

What we offer

• Structured development and recognition for your coaching work.