Onboarding Customer Support Advisor - Night Shift (Remote in Portugal)

otonomee; Stati Uniti; Remoto; USD 15.000 - 19.000; Tempo pieno

Vantaggi offerti da questo lavoro

Night-shift allowance

Home-office allowance

Internet allowance €20/month

Meal allowance €10.46

Descrizione del lavoro

otonomee is seeking a fully remote onboarding support specialist based in Portugal. You will help new customers in English and Portuguese via phone and email, guiding setup and best practices with clear, step-by-step instructions.

You will resolve first‑level technical questions, document patterns to improve onboarding, and collaborate with internal teams. The role requires 2–3 years of customer support and strong bilingual communication.

Competenze

• 2–3 years of customer support experience, especially with phone interactions.
• Fluent in English and Portuguese to serve multi-language customers.
• Clear written and spoken communication; explain complex steps simply.
• Empathy, customer focus, adaptability, and prioritization in fast-changing environments.
• Ability to work independently and with teams; maintain composure under pressure.

Mansioni

• Support new customers by phone and email in English and Portuguese.
• Guide customers through setup and best practices with step-by-step instructions.
• Address questions with empathy and professionalism; tailor explanations.
• Proactively identify issues and share patterns with internal teams.
• Maintain product knowledge and contribute to help articles and resources.
• Follow quality practices and stay current through ongoing learning.

Conoscenze

Phone support

Bilingual EN/PT

Clear communication

Empathy & prioritization

Independent & collaborative

Tech troubleshooting

Descrizione del lavoro

Help new customers get started with a digital platform by providing onboarding guidance in English and Portuguese. The work combines phone-based support, occasional email, customer education, and basic technical troubleshooting, with a focus on making setup and early platform use clear and effective.

Responsibilities

• Support newly onboarded customers by phone and occasionally by email in English and Portuguese.
• Guide customers through setup, platform usage, and recommended practices with clear, step-by-step instructions.
• Answer questions with empathy and professionalism, tailoring explanations to customer needs.
• Identify potential issues early and work with internal teams to share patterns and improve the onboarding experience.
• Maintain strong product knowledge and contribute to internal resources and customer help articles.
• Follow support quality practices and keep knowledge current through ongoing learning.

Requirements

• 2–3 years of customer support experience, particularly handling phone interactions.
• Fluent English and Portuguese, as the role serves customers in both languages.
• Comfort with technology and ability to resolve first-level technical issues.
• Clear written and spoken communication, with the ability to make complex instructions easy to follow.
• Empathy, customer focus, adaptability, and the ability to prioritize in a fast-changing environment.
• Ability to work independently and collaboratively, stay composed under pressure, and learn continuously.

Nice to have

• Experience supporting customers in the US, Australia, or New Zealand.
• Training or pre-sales experience.

Benefits and work setup

• Permanent, full-time remote position based in Portugal, working Thursday through Monday from 00:00 to 08:30.
• 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.