Job Description

English-Speaking Customer Support Specialist – AI & Social Media | Lisbon, Portugal

Job Description

We are recruiting English-Speaking Customer Support Specialists for an innovative project based in Lisbon, Portugal, supporting a global technology leader in social media, artificial intelligence, and digital communication.

In this role, you will provide dedicated customer support to users of a premium digital subscription service that integrates advanced AI tools and exclusive features across leading social media and messaging platforms. You will assist subscribers with account management, billing, and technical guidance, ensuring an exceptional user experience in a fast-evolving digital space.

Your Role

• Deliver professional customer care in English via digital channels, handling inquiries for premium subscription features and integrated AI applications.
• Assist users with subscription onboarding, plan upgrades, account access, billing, and renewal inquiries.
• Guide customers through AI-powered tools, account configurations, and exclusive digital features.
• Troubleshoot technical issues relating to subscriptions, platform functionalities, and app integrations.
• Conduct targeted outbound follow-ups when necessary to bring complex customer issues to full resolution.
• Identify recurring platform or technical anomalies and flag them to relevant internal product teams.
• Maintain accurate case logs, customer notes, and interaction histories in CRM systems.
• Ensure ongoing compliance with quality standards, service level targets, and security policies.

Your Qualifications

• Excellent written and spoken command of English.
• Passion for and active interest in artificial intelligence, digital communication, and social media platforms.
• Strong problem-solving abilities and comfortable troubleshooting basic technical/app issues.
• Clear, empathetic, and customer-focused communication style.
• Good computer literacy, organizational habits, and the ability to multitask across digital systems.
• Previous experience in customer support, technical assistance, or contact center operations is an asset.
• Familiarity with popular messaging apps, social networks, and generative AI features is a plus.
• Availability to work on-site in Lisbon across rotational shift patterns (day or night schedules).

The Offer

• Location: Modern office facilities in Lisbon, Portugal (full-time on-site).
• Work Schedule: 40 hours per week (5 working days, 2 rotating days off) with distinct shift schedules available:
• Day Shifts: Operating between 07:00 and 22:00
• Night Shifts: Operating between 22:00 and 07:00 (with applicable night shift premiums)
• Compensation & Benefits: Competitive monthly package including meal card allowances, holiday and Christmas allowances, and performance-based productivity bonuses.
• Health & Wellness: Private health and dental insurance coverage.
• Paid Leave: 22 working days of annual leave plus compensatory time for public holidays worked.
• Training: Comprehensive 10-day paid initial training program with completion compensation.
• Career Growth: Initial 12-month contract with long-term development and permanent conversion opportunities in a leading international technology environment.