Customer Support Advisor - Oura (Remote in Portugal )

Role overview

A fully remote customer support position based in Portugal, serving users of a connected health wearable worn by a large international customer base. The advisor will work rotational shifts between 8am and 8pm, including weekends, and tackle a mix of order-related and technical issues across chat, email, and phone channels.

Responsibilities

- Resolve customer issues covering purchases, orders, shipping, device setup, connectivity, and warranty claims - Deliver attentive, step-by-step guidance that demonstrates empathy and active listening - Anticipate recurring problems and partner with other teams on continuous improvement initiatives - Maintain current product knowledge and contribute to internal and customer-facing knowledge base articles - Uphold quality standards during every interaction and take part in regular training sessions

Requirements

- 2-3 years of customer service experience with live chat, email, and/or phone channels - Demonstrated ability to troubleshoot technical queries, including connectivity and operational issues - C2-level English written and verbal communication skills - Comfortable working rotational shifts between 8am and 8pm, including weekends - Proven skill in handling challenging customer interactions with professionalism - Able to work independently and collaboratively in a fast-paced environment

Nice to have

- Prior experience supporting US and/or UK customers

Benefits and work setup

- Permanent employment contract, fully remote within Portugal - Internet allowance of €20 per month and meal card allowance of €10.46 per working day - Equipment provided plus a one-time home office setup allowance - A complimentary smart ring device to support firsthand product knowledge - Online gym and wellbeing studio access - Buddy program on joining, plus team events and room for professional growth