Senior English Support Advisor: Coaching & Escalations

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

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.