Onboarding Customer Support Advisor - Night Shift (Remote in Portugal)

Role overview

Help new customers get started with a digital platform by providing onboarding guidance in English and Portuguese. The work combines phone-based support, occasional email, customer education, and basic technical troubleshooting, with a focus on making setup and early platform use clear and effective.

Responsibilities

- Support newly onboarded customers by phone and occasionally by email in English and Portuguese. - Guide customers through setup, platform usage, and recommended practices with clear, step-by-step instructions. - Answer questions with empathy and professionalism, tailoring explanations to customer needs. - Identify potential issues early and work with internal teams to share patterns and improve the onboarding experience. - Maintain strong product knowledge and contribute to internal resources and customer help articles. - Follow support quality practices and keep knowledge current through ongoing learning.

Requirements

- 2–3 years of customer support experience, particularly handling phone interactions. - Fluent English and Portuguese, as the role serves customers in both languages. - Comfort with technology and ability to resolve first-level technical issues. - Clear written and spoken communication, with the ability to make complex instructions easy to follow. - Empathy, customer focus, adaptability, and the ability to prioritize in a fast-changing environment. - Ability to work independently and collaboratively, stay composed under pressure, and learn continuously.

Nice to have

- Experience supporting customers in the US, Australia, or New Zealand. - Training or pre-sales experience.

Benefits and work setup

- Permanent, full-time remote position based in Portugal, working Thursday through Monday from 00:00 to 08:30. - 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.