English Customer Support Specialist

Are you passionate about technology, cutting-edge AI tools, and delivering exceptional customer experiences?Join our team in Lisbon as a Customer Support Specialist and assist users of premium subscription services across leading social media and communication platforms

Job Role & Key Responsibilities

As an Operations Customer Expert, you will provide dedicated English-language support for premium subscription users.

• Subscription & Account Management: Assist users with account setup, sign-ups, renewals, billing inquiries, and plan tier navigation.
• Product & AI Feature Guidance: Educate users on exclusive premium features and integrated AI tools to maximize platform value.
• Multi-Channel & Outbound Support: Handle inquiries via phone, email, and/or chat, and perform targeted outbound calls to resolve issues quickly with a personalized touch.
• Technical Troubleshooting: Identify, diagnose, and resolve technical issues and native app features to ensure a seamless, top-tier user experience.
• Trend Monitoring: Track user feedback to identify recurring issues, improve processes, and minimize service disruptions.

Shift Options & Working Hours

Positions are full-time (40 hours per week, 8-hour daily shifts + 1-hour lunch break) operating on a 24/7 coverage model. You can choose from two available shift options:

• Day Shift: Scheduled between 07:00 and 22:00, Monday through Sunday (rotating shifts).
• Night Shift: Scheduled between 22:00 and 07:00, Monday through Sunday (rotating shifts).

Compensation & Salary Structure

Monthly Gross Salary Breakdown (Based on 22 working days):

• Base Salary: €938.00
• Holiday Allowance: €77.42 (paid in monthly installments)
• Christmas Allowance: €77.42 (paid in monthly installments)
• Meal Allowance: €154.00 (€7.00/day, paid via a prepaid meal card; exempt from Social Security & IRS taxes)
• Total Fixed Monthly Salary: €1,237.83 gross
• Variable Performance Bonus: Up to €300.00 / month (based on monthly performance metrics)

Contract Terms & Benefits:

• Contract Type: Initial Selection Agreement for training, leading to an Employment Uncertain Term Contract (foreseeable duration of 12 months), with an opportunity for a Permanent Contract after 2 years.
• Health Coverage: Private health and dental insurance provided upon contract signature (requires valid NIF and Social Security number).
• Paid Leave: 22 days of annual holiday entitlement under Portuguese law, plus compensation days for working on Portuguese public holidays.

Training Program & Compensation

We invest in your success with a mandatory, comprehensive training program before starting live operations.

• Duration: 10 working days (8 hours/day).
• Training Modules:
  • Integration into the local team and company culture
  • Software programs and tools training
  • In-depth product and service training
  • Customer management skills (phone, email, and chat)
  • On-the-job training and practical implementation
• Training Allowance: Paid under a Selection Agreement at €18.56 per day (€92.80 per 5-day week), exempt from social security taxes during training. (Note: Training compensation is paid upon successful completion of training and contract signing).

Workplace & Location

• Location: Modern office facility located in Lisbon, Portugal.
• On-Site Amenities: Modern lounge area, fully equipped cafeteria, spacious operations floor, and dedicated meeting rooms.
• Convenient Transport Access:
  • Metro: Near Entrecampos and Jardim Zoológico stations (Schedules: 06:30 - 01:00).
  • Bus: Carris lines 701, 731, 735, and 754 (Schedules: 05:15 - 00:00).
  • Train: Near Entrecampos train station.

Requirements & Skills

• Language: Professional fluency/native-level proficiency in English (spoken and written).
• Skills: Excellent communication skills, strong problem-solving ability, customer-centric mindset, and technical adaptability.
• Availability: Flexibility to work on rotating schedules within your chosen shift window (including weekends).