Operations Customer Expert Spanish & English - Remote

About the Role

We are looking for customer-focused and technology-oriented Operations Customer Experts to join an international customer support team serving the Spanish-speaking market.

As a Customer Expert, you will be the first point of contact for customers, helping them resolve account, billing, technical, and service-related questions while delivering a professional and empathetic customer experience.

This is an excellent opportunity for someone who enjoys entertainment, technology, problem-solving, and working in a multicultural environment.

Your Responsibilities

• Provide professional, friendly, and empathetic customer support.

• Assist customers with account management and account-related inquiries.

• Handle billing and payment-related questions.

• Provide technical troubleshooting and guidance.

• Explain products, services, features, and available solutions clearly and accurately.
• Identify customer needs and provide effective solutions in a timely manner.

• Ensure high levels of customer satisfaction.

• Meet established quality, productivity, and performance standards.

• Maintain a positive and customer-focused approach throughout every interaction.
• Work collaboratively with colleagues in a multicultural and fast-paced environment.
• Handle customer interactions through the available support channels, including phone, email, and/or chat.

Requirements

The ideal candidate:

• Has excellent communication and interpersonal skills.

• Is passionate about customer service and problem-solving.

• Is comfortable working with technology, software, and digital platforms.

• Demonstrates empathy, patience, and attention to detail.

• Is adaptable and comfortable working in a fast-paced environment.

• Works well as part of a team.

• Has a proactive and customer-oriented mindset.

• Is able to work flexible hours, including nights, weekends, and public holidays.

Language Requirements

• Castilian Spanish: Full fluency required.

• English: Minimum B1 level.

• Additional language-market support may involve one of the following combinations:

• • Castilian Spanish + Basque

  • Castilian Spanish + Catalan/Valencian

  • Castilian Spanish + Galician

Working Hours

• 40 hours per week.

• 8 hours of work per day plus a lunch break.

• Rotational shift schedule.

• Coverage operates 24 hours a day, 7 days a week.

• Shifts may include:

  • Day shifts

  • Evening shifts

  • Night shifts

  • Weekends

  • Public holidays

Flexibility to work on a rotating schedule is therefore essential.

Training

New employees will complete an intensive training program lasting approximately 2 weeks, with 8 hours of training per day.

Training will be conducted in English and will include:

• Introduction and integration into the customer service team.

• Training on internal computer systems and software.

• Comprehensive product and service training.

• Customer management training.

• Training for telephone, email, and/or chat interactions.

• Practical, on-the-job training.

• Independent application of the knowledge and skills acquired during training.

Successful completion of the training is required before moving into the full role.

Training Compensation

Candidates who successfully complete the training period will receive compensation for the completed training period according to the applicable training agreement.

The training agreement will provide details regarding the training schedule, duration, and applicable conditions.

Please note that if a candidate voluntarily terminates the training prematurely, training compensation may not be provided. Additional expenses related to the training may also not be reimbursed.

Remote Work

This position is 100% remote.

However, due to operational and project requirements, employees may occasionally be required to work from a company hub in Lisbon, including for:

• Initial technical setup

• Training

• Meetings

• Other business requirements

Important: Candidates must reside in mainland Portugal.

Accommodation

Accommodation support may be available for eligible employees.

Employees who meet the applicable eligibility requirements may have the option to stay in a furnished company-rented apartment for an initial period.

Apartments typically include:

• Furnished bedroom

• Kitchen

• Living room

• Internet access

• Cable TV

• Utilities such as water, gas, and electricity, subject to responsible-use conditions

• Basic bedding and towels upon arrival

Accommodation is subject to availability and eligibility criteria. This option is generally intended for employees living more than 100 km from the workplace/hub.

Pets are not permitted in the company accommodation.

Trial Period

A one-month trial period applies following the signing of the employment contract.

Attendance, punctuality, performance, and compliance with the required service standards may be considered during this period.

Holidays & Public Holidays

As an employee under a Portuguese employment contract:

• Portuguese public holidays apply.

• If you are required to work on a Portuguese public holiday, applicable compensation or a substitute day off will be provided according to the relevant conditions.
• Annual leave entitlement is provided in accordance with Portuguese employment legislation.
• During the first year, holiday entitlement may be proportional depending on the employment start date.
• Subsequent annual leave entitlement follows the applicable Portuguese legal framework.

Holiday & Christmas Allowances

Employees in Portugal are entitled to applicable Holiday and Christmas allowances in accordance with Portuguese employment conditions.

These allowances may be paid in monthly instalments according to the applicable payroll arrangement.

Employment Contract

The recruitment process includes a final selection stage and the signing of a selection agreement where applicable.

Successful candidates will initially enter into an employment relationship with a foreseeable duration of approximately 12 months, subject to the applicable contract terms.

Employment beyond two years may transition to a permanent employment relationship, subject to the applicable conditions and legislation.

Additional Benefits

The employment package may include:

• Holiday and Christmas allowances.

• Meal allowance.

• Health insurance from the first day of the employment contract.

• Accommodation benefit for eligible employees who use company-provided accommodation.

• Potential performance-related incentives, where applicable.

• Benefits and tax treatment according to Portuguese legislation and the applicable employment conditions.

Who Will Succeed in This Role?

This role is ideal for someone who enjoys helping people, solving problems, and working with technology.

You will be well suited to the position if you are:

• Customer-oriented and empathetic.

• A confident communicator.

• Comfortable with technology and digital platforms.

• Detail-oriented and organized.

• Adaptable to changing situations.

• Comfortable working night, weekend, and holiday shifts.

• Motivated by achieving high customer satisfaction.

• Comfortable working independently in a remote environment.

• A strong team player in a multicultural setting.

Join the Team

If you are fluent in Castilian Spanish, have a good level of English, and are passionate about customer service, technology, and creating excellent customer experiences, this is an opportunity to build your career in an international remote-support environment based in Portugal.

Interested candidates please submit your CV to [email protected]