Senior English Customer Support Advisor

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

Benefits offered by this job

Leadership development

Coaching recognition

Job summary

Cross Border Talents in Porto seeks a Senior Customer Support Advisor to lead by example on the team floor while managing a full caseload of customer contacts. You will handle escalated cases that require sound judgment and ensure the team follows best practices.

You will coach advisors, review calls and chats, and provide constructive feedback. You’ll help new starters during their first weeks and monitor progress against goals, while flagging recurring issues to operations for root-cause fixes.

Qualifications

• Fluent English at C1 level or higher.
• Minimum one year of customer service experience.
• Coaching or mentoring experience is an advantage.
• Calm, fair and well organised.

Responsibilities

• Lead by example on the team floor while handling a full caseload.
• Take escalated cases requiring extra judgement.
• Coach advisors on best practices and confidence building.
• Review calls and chats and share constructive feedback.
• Help new starters and track progress against goals.
• Raise recurring issues with operations to fix root causes.

Skills

Customer service

Coaching

English (C1+)

Organizational skills

Calm under pressure

Job description

About the role

As a Senior Customer Support Advisor in Porto, you will lead by example on the team floor while still handling a full caseload of customer contacts. You will take the escalated cases that require extra judgement, make sure the team follows best practice and give practical coaching to advisors who are still building their confidence. You will review recorded calls and chats, share constructive feedback and celebrate good work visibly.

You will also help new starters through their first weeks, answering questions and tracking their progress against agreed goals. When you notice recurring issues, you will raise them with operations so that the root cause can be addressed.

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 coaching or mentoring experience is a clear advantage.
• You should be calm, fair and well organised.
• Rotating shifts apply.

What we offer

• Structured leadership development and recognition for your coaching contribution.