English Ai Customer Advisor
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Location:
Lisbon, Portugal (On-site)
Employment Type:
Full-time, Permanent contract
Schedule:
Rotational shifts, including weekends and public holidays
Salary:
Competitive, plus benefits
Start Date:
October **
About Us
We are a leading BPO (Business Process Outsourcing) company delivering customer experience solutions for international brands. Our Lisbon site is launching a new English-speaking team to support a fast-growing client in artificial intelligence (AI).
About the Role
We're hiring English AI Customer Advisors to join our on-site team in Lisbon. You'll support users of a leading AI product, helping them with account, subscription, billing and technical questions. You'll handle inquiries by phone, email and live chat, and guide customers so they get the most out of AI tools. Training starts in October .
Key Responsibilities
Respond to customer inquiries about the AI product by chat, email and phone in English
Troubleshoot account access, subscription, billing and technical issues
Explain AI features and best practices to users in a clear, simple way
Work alongside AI chatbots, and take over escalated conversations when customers need human support
Log every interaction accurately in the CRM / ticketing system
Flag product bugs, feedback and recurring issues to the client's product teams
Meet KPIs for first contact resolution (FCR), average handle time (AHT) and customer satisfaction (CSAT)
Follow data protection (GDPR), confidentiality and quality guidelines
Requirements
Previous customer service experience, which is mandatory: customer support, a call center, a contact center or a BPO
Fluent English at C1 level or above, written and spoken
Strong interest in AI and technology, and comfortable using tools such as ChatGPT, Claude or Gemini
Based in Lisbon or the Greater Lisbon area, and able to commute to our office daily
Valid right to work in Portugal (EU citizenship or a valid residence permit)
Available to work rotational shifts, including evenings, weekends and public holidays
Available to start in October
Tech-savvy, and comfortable using CRM software and multiple systems at once
Strong communication, problem-solving and active-listening skills
Customer-focused, patient and calm under pressure
Nice to Have
Portuguese or another European language
Experience in technical support, SaaS support or subscription-based products
Experience with Zendesk, Salesforce, Intercom, Freshdesk or similar tools
What We Offer
Permanent contract
Competitive salary
Meal allowance
Shift allowance and performance bonuses
Health insurance
Paid training on the AI product and client processes
Career progression to Team Leader, Quality Analyst, Trainer or AI Specialist roles
Modern office in close to public transport
Innovative, multicultural team environment
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