Senior English Support Coach & Quality Lead - Lisbon

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

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.