Customer Support Advisor - Financial Services (Remote in Portugal)

Role overview A growing employee-benefits organisation is hiring a Customer Support Advisor to handle policy and scheme queries from employers, employees, and providers. The role blends frontline customer service with back-office administration for insurance and benefits workflows. It is a permanent, full-time, remote position based in Portugal, with quarterly travel to Dublin for training and team meetings.

Responsibilities

- Act as the first point of contact for benefit and policy questions, taking ownership of resolution end-to-end. - Liaise with insurance providers on escalations and keep clear documentation of recurring issues. - Set up new employer schemes and shepherd applications through between employers, employees, and insurers. - Coordinate policy lifecycle events such as joiners, leavers, dependents, cancellations, and amendments. - Support annual scheme renewals alongside customer success colleagues and provider partners. - Keep CRM and internal systems accurate and up to date throughout each workflow.

Requirements

- At least two years of experience in operations or support within insurance, financial services, or HR benefits administration. - Strong attention to detail with the ability to manage several workstreams in parallel. - Clear written communication and confidence working with a range of stakeholders. - Comfort working independently on important matters with light supervision. - Ability to thrive in a fast-paced environment where processes and priorities evolve.

Nice to have

- Familiarity with insurance provider portals or benefits platforms. - Experience contributing to process improvements in a scaling team.

Benefits and work setup

- Permanent, full-time contract of 40 hours per week, Monday to Friday, 9:00 to 17:30. - Salary band of €17,000 to €18,000, paid in 14 installments per year. - Remote working from Portugal, with induction in Dublin and quarterly visits to the Dublin office.