Customer Support Advisor (Remote in Portugal)

otonomee; United States; Remote; USD 15,000 - 19,000; Full time

Benefits offered by this job

Internet allowance

Meal allowance

Equipment provided

Home-office setup

Online fitness access

Professional development

Team events

Job summary

otonomee is seeking a remote customer support specialist to assist users of a digital platform from Portugal. You’ll handle phone-backs and emails, provide clear guidance, and help improve the support experience by documenting recurring issues.

You will troubleshoot first-level technical questions, maintain up-to-date knowledge, and contribute to internal guidance and customer-facing help articles. The role offers a permanent, full-time remote position with working hours Monday to Friday

Qualifications

• 2–3 years of customer support experience with live email and phone.
• Strong written and spoken English.
• Able to explain technical information simply.
• Adaptive in a fast-paced environment and works well independently or with a team.
• Willingness to learn and contribute to improvements.

Responsibilities

• Respond promptly and professionally to customer questions by phone and email.
• Troubleshoot straightforward technical issues and explain solutions in clear steps.
• Listen carefully, understand customer needs, and follow up proactively.
• Identify recurring problems and share insights to support product and process improvements.
• Build and update internal guidance and customer-facing help articles.
• Keep platform knowledge current and follow support standards and training.

Skills

2-3 years experience

English proficiency

Troubleshooting

Empathetic communication

Job description

Role overview

Provide remote customer support from Portugal for customers using a digital platform. You’ll handle phone call-backs and email, resolve questions with clear guidance, and help improve the support experience by sharing recurring issues and maintaining useful documentation.

Responsibilities

• Respond promptly and professionally to customer questions by phone and email.
• Troubleshoot straightforward technical issues and explain solutions in clear steps.
• Listen carefully, understand each customer’s needs, and follow up proactively where helpful.
• Identify recurring problems and share insights with internal teams to support product and process improvements.
• Build and update internal guidance and customer-facing help articles.
• Keep platform knowledge current and follow support quality standards and training.

Requirements

• 2–3 years of customer support experience, including live email and phone interactions.
• Strong written and spoken English, with the ability to explain technical information simply.
• Confidence using technology and troubleshooting first-level technical issues.
• Empathetic, customer-focused communication and a practical approach to resolving problems.
• Ability to adapt in a changing, fast-paced environment and work independently as well as collaboratively.
• Curiosity and willingness to learn and contribute to continuous improvement.

Nice to have

• Experience supporting customers in the US, UK, Australia, or New Zealand.

Benefits and work setup

• Permanent, full-time remote role based in Portugal, scheduled Monday to Friday from 15:30 to 00:00 (40 hours per week).
• Salary of €15,250 paid in 14 installments, plus a night-shift allowance.
• Monthly internet allowance of €20, meal allowance of €10.46, equipment, and a home-office allowance.
• Online fitness and wellbeing access, opportunities for professional development, and team events.