Customer Support Advisor (Remote in Portugal)

Role overview

Provide remote customer support from Portugal for customers using a digital platform. You’ll handle phone call-backs and email, resolve questions with clear guidance, and help improve the support experience by sharing recurring issues and maintaining useful documentation.

Responsibilities

- Respond promptly and professionally to customer questions by phone and email. - Troubleshoot straightforward technical issues and explain solutions in clear steps. - Listen carefully, understand each customer’s needs, and follow up proactively where helpful. - Identify recurring problems and share insights with internal teams to support product and process improvements. - Build and update internal guidance and customer-facing help articles. - Keep platform knowledge current and follow support quality standards and training.

Requirements

- 2–3 years of customer support experience, including live email and phone interactions. - Strong written and spoken English, with the ability to explain technical information simply. - Confidence using technology and troubleshooting first-level technical issues. - Empathetic, customer-focused communication and a practical approach to resolving problems. - Ability to adapt in a changing, fast-paced environment and work independently as well as collaboratively. - Curiosity and willingness to learn and contribute to continuous improvement.

Nice to have

- Experience supporting customers in the US, UK, Australia, or New Zealand.

Benefits and work setup

- Permanent, full-time remote role based in Portugal, scheduled Monday to Friday from 15:30 to 00:00 (40 hours per week). - 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.