Customer Support Advisor Spanish & English Speakers

Job Title: Operations Customer Expert I (Spanish & English)
Location: Lisbon, Portugal (On-site)
Work Schedule: 24/7 Rotational Shifts
Start Date: 16 April 2026

About the Role

Join an international Customer Operations team supporting one of Europes most innovative digital banks.

As an Operations Customer Expert I, you will be the first point of contact for customers via phone, email, and chat. You will handle a wide range of banking-related queries, delivering empathetic, efficient, and compliant support. This role plays a key part in ensuring a positive customer experience while maintaining high operational and regulatory standards.

Key Responsibilities

• Handle customer inquiries via phone, email, and chat, aiming for first-contact resolution
• Take full ownership of customer cases from initial contact to final resolution
• Support fraud-related investigations, chargebacks, disputes, and complaint handling
• Identify and appropriately support vulnerable customers, escalating when necessary
• Communicate clearly and empathetically in line with company values and compliance requirements
• Collaborate with internal teams to improve processes and customer experience
• Share knowledge, support peers, and contribute to continuous improvement initiatives
• Adapt to changing priorities in a fast-paced operational environment

Candidate Profile

• Native or fluent Spanish and English (minimum B2)

• Minimum 1 year of customer service experience (banking or financial services is a plus)
• Strong communication skills with a customer-focused and empathetic approach
• Comfortable handling complex, sensitive, or high-risk cases

• Detail-oriented with good judgment and risk awareness

• Confident using digital tools such as Slack, GSuite, or similar systems

• Flexible and available to work 24/7 on-site shifts in Lisbon

Training

• Duration: 12 working days

• Schedule: 8 hours per day

• Training Allowance: €92.80 per week (fully paid)

Salary & Compensation

Option 1 – With Company Apartment

• Base Salary: €776 / month

• Apartment Benefit (Benefit-in-kind): €200 / month

• Christmas Allowance: €64.67 / month

• Holiday Allowance: €64.67 / month

• Meal Allowance: €154 / month

• Performance Bonus: Up to €100 / month

Total Package Compensation: €1,359.34 / month
Total Gross Cash Compensation: €1,159.34 / month

Option 2 – Without Company Apartment

• Base Salary: €1,061 / month

• Christmas Allowance: €88.41 / month

• Holiday Allowance: €88.41 / month

• Meal Allowance: €154 / month

• Performance Bonus: Up to €100 / month

Total Package Compensation: €1,491.84 / month
Total Gross Cash Compensation: €1,491.84 / month

Additional Benefits

• Night shift premium according to Portuguese labor law (+25% minimum for night hours)

• 14 salaries per year (including holiday and Christmas allowances)

• Free Portuguese language courses

• Access to sports, cooking, and social activities

• Career growth opportunities within a stable and fast-growing company

• International, multicultural working environment

Relocation Package

• Airport pickup upon arrival

• Full administrative support (residency, banking, documentation)

• Reimbursement of initial flight

• Annual return flight for EU residents

• Up to 14 months of fully equipped company housing (if apartment option selected)

• Welcome kit (bedding, towels, basic essentials)

Accommodation Details

• Modern shared apartments

• Fully furnished

• Utilities included (Wi-Fi, electricity, water, cable TV)

• Commute time: 20–60 minutes to the office

• Opportunity to live and connect with other international professionals

Contract & Hiring Process

• Contract Type: Temporary (strong potential for renewal and long-term employment)

• Trial Period: 1 month

• Work Model: On-site in Lisbon

Hiring Process:

1. CV Screening

2. Online Language Assessment

3. Client Interview