Chat Customer Support Advisor (Remote in Portugal)

Job Title: Chat Customer Support Advisor - Remote  
Location: Remote based in Portugal 
Terms: Permanent Contract  / Full-Time 40h weekly 
Salary: Annual Gross €15,250 (Includes 2 Holidays Allowances) 
Schedule: see below 

ABOUT THE ROLE
  
We are looking for a tech-savvy Customer Support Advisor who is passionate about delivering outstanding Customer service via live chat & driving improvements to the Customer experience. If you enjoy problem-solving and helping Customers thrive, we would love to hear from you! This is a work-from home position based in Portugal. 
 
Salary: 
The annual gross salary for this role is 15,250 euros (inclusive of holiday allowances). You will receive a 20 euro a month internet allowance. The meal allowance is 7.63 euro per working day. 
 
Schedule: 
Current schedule is 15:30-00:00 UTC Monday to Friday.  
Please note that there is a high likelihood of team growth based on Customer demand. As such we expect hours of operation to change soon. 

Our Partner: 
Momence is an online events platform for businesses that create event pages, sell tickets, make video courses, and much more. 
Momence aims to help their Clients save time and grow revenue by creating bespoke Customer experiences & automating backend admin such as taking bookings & closing new leads. 
 
The ideal candidate will have a strong background in customer service and the ability to provide exceptional support through various communication channels. If you're passionate about technology and enjoy helping people, we'd love to hear from you! 
 
 
WHAT YOU'LL BE DOING
Customer Support Excellence:

• Provide prompt, friendly, and accurate support to Customers via live chat and occasionally email.   
• Offer clear, step-by-step guidance to resolve questions and ensure a smooth customer experience.  

 
Customer Interaction:   

• Respond to inquiries with empathy, professionalism, and an understanding of customer needs.  
• Proactively engage with customers to exceed their expectations, offering solutions that leave a lasting positive impression.  

 
Proactive Problem Solving:   

• Stay ahead of potential issues by identifying and addressing problems before they escalate.  
• Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products.  

 
Product Expertise:   

• Maintain in-depth knowledge of Customers platform to assist customers effectively and confidently.  
• Contribute to building and updating internal resources and customer-facing knowledge base articles to empower others.  

 
Empathy and Clear Communication:   

• Demonstrate active listening, ensuring customers feel understood and valued.  
• Simplify complex technical information into easy-to-understand instructions.  

Continuous Learning & Quality Assurance: 

• Uphold commitment to delivering high-quality support by adhering to best practices and quality standards.  
• Participate in ongoing training and stay up to date with our evolving platform and industry trends.  

ABOUT YOU
To thrive in this role, you should possess the following qualifications and attributes:

• Experience: 2-3 years in customer support, with a focus on live interactions. Chat experience is essential. Previous experience with US, UK, Australian, or New Zealand customers is a plus.  
• Tech-Savvy: Comfortable with technology and able to troubleshoot tier 1 technical issues.
• Communication Skills: Exceptional English communication skills (both written and verbal), with the ability to articulate solutions clearly and effectively.  
• Customer Focus: A passion for delivering outstanding customer service and a commitment to resolving issues with empathy and professionalism.  
• Adaptability: Comfortable working in a fast-paced environment and embracing change. 
• Team-Oriented: Ability to work both independently and collaboratively, contributing to a supportive and proactive team environment.   
• Growth Mindset: A curiosity and eagerness to learn, adapt, and contribute to continuous improvement.  
• Thrives at Fast Pace: Prioritization skills, resilience to pressure, and the ability to maintain focus amid constant change.

WHAT YOU GET IN RETURN:

• Fully Remote work based in Portugal
• A competitive salary
• Internet and Meal Allowance
• Equipment provided
• Home office allowance 
• Online Gym and Wellbeing Studio.  
• The opportunity for professional growth.  
• Fun company events and team outings.  
• Autonomy and Responsibility

 
OUR RECRUITMENT PROCESS

1. 30 min Teams interview with the Recruitment Team
2. Language Assessment test 
3. 45 min Teams interview with the Hiring Team