Spanish & Basque-Speaking Customer Support Expert – Entertainment & Streaming

Job Description

We are recruiting Spanish and Basque-speaking Customer Support Experts for a remote role based in mainland Portugal, supporting one of the world's leading digital entertainment and streaming platforms.
In this role, you will be the primary point of contact for subscribers, assisting with account management, subscription billing, service inquiries, and technical troubleshooting across various devices. If you are passionate about digital entertainment, problem-solving, and delivering high-quality customer care, this is an excellent opportunity to join a global support team.

Your Role

• Deliver friendly, empathetic, and professional support in both Spanish and Basque via multi-channel communications.
  
• Assist subscribers with account administration, membership tiers, billing, and payment method inquiries.
  
• Troubleshoot technical issues relating to streaming quality, device connectivity, mobile/TV apps, and platform features.
  
• Provide accurate information regarding available content catalogs, features, and platform settings.
  
• Manage customer requests efficiently while maintaining high standards of customer satisfaction and quality targets.
  
• Accurately log case details, technical anomalies, and resolutions in customer management software.
  
• Collaborate with team members and internal escalation paths to resolve complex technical or account problems.
  

Your Qualifications

• Professional fluency in Castilian Spanish and Basque (written and spoken).
  
• Working proficiency in English (B1 level or higher) for systems navigation and training.
  
• Customer-centric mindset with active listening, empathy, and strong communication skills.
  
• Tech-savvy with an aptitude for troubleshooting digital applications, smart devices, and streaming platforms.
  
• Ability to multitask effectively in a fast-paced, digital workplace.
  
• Flexibility to work within a 24/7 rotating shift roster (including night shifts, weekends, and holidays).
  
• Residing in mainland Portugal (or willing to relocate).
  

The Offer

• Work Mode: Full-time remote work within mainland Portugal (occasional on-site visits to a Lisbon hub may be required for initial setup or operational needs).
  
• Schedule: 40 hours per week, 8-hour shifts on a 24/7 rotating roster with scheduled rest days.
  
• Compensation & Benefits: Competitive monthly salary package (options available with or without company-provided accommodation), daily meal allowance card, and holiday/Christmas allowances.
  
• Healthcare & Leave: Comprehensive private health insurance from day one, plus 22 days of paid annual leave.
  
• Training: Structured paid initial training program (~2 weeks) covering platform systems, products, and customer resolution techniques.
  
• Relocation Support: Company-provided accommodation options available for eligible candidates relocating from more than 100 km away.
  
• Career Growth: 12-month initial employment contract with long-term permanent contract conversion opportunities within a globally recognized organization.