Customer Support Specialist Social Media Platform

Location: Lisbon, Portugal 

Work Model: On-Site

Language Required: Dutch + English 

Schedule: Monday to Sunday, rotative shifts | 2 days off per week

Start Date: 23 March 2026

Contract: 12-month fixed term → Permanent after 2 years

Salary:Total package up to ~1,685€/month gross (incl. meal allowance + holiday & Christmas allowance)

Bonus / Extra: Performance-based productivity bonus (project-dependent)

Relocation: Accommodation support provided for candidates relocating to Lisbon

About the Role

Join a specialised team supporting users of one of the world's most-used social media platforms. In this role, you will handle complex customer queries, moderate content escalations, and provide high-quality written and verbal support in Dutch. The environment is fast-paced, structured, and multicultural — ideal for someone who thrives under clear processes and wants to build a long-term career in customer experience.

What You Will Do

• • Handle inbound customer queries via phone, email, and chat in Dutch
• • Resolve complex and escalated cases with empathy and accuracy
• • Document interactions in internal CRM tools following quality standards
• • Meet daily KPIs including resolution time, CSAT, and quality scores
• • Collaborate with team leads and quality coaches to continuously improve
• • Flag systemic issues and contribute to knowledge base updates

What We Are Looking For

• • Mother tongue Dutch (spoken and written)
• • Strong English communication skills 
• • High school diploma or equivalent (mandatory)
• • Previous customer service experience is valued but not always required
• • Comfortable working rotative shifts including weekends
• • EU ID, valid Portuguese residence card, or equivalent work authorisation
• • Available to start on or around 23 March 2026

What's In It for You

• • Meal allowance paid via debit card (7€/day) — tax-exempt
• • Christmas and Holiday allowances paid monthly
• • Health insurance from day one of contract
• • Accommodation support for relocating candidates
• • Paid training from day one
• • Career progression pathways (team lead, quality, training)
• • Multinational, English-speaking work environment