Spanish-Speaking Travel & Hospitality Support Specialist

Start: every week until December

In this role, you'll be the first point of contact for a global community of travellers and accommodation partners, providing friendly and efficient assistance across phone, chat, and email. You'll help resolve customer issues, investigate more complex situations, and ensure users receive accurate and thoughtful support throughout their experience. The position is fully on-site, with candidates able to work from either the Porto office or the Santos office in Lisbon.

Your Role

• Provide customer support in Spanish across phone, chat, and email
• Act as the first point of contact for customers using an international travel and accommodation platform
• Assist users with questions, concerns, and issues related to their experience on the platform
• Investigate customer cases using available internal resources and systems
• Troubleshoot problems and identify the most appropriate solution for each situation
• Handle customer complaints professionally and with a solution-oriented approach
• Compose accurate and thoughtful written responses or adapt existing communication templates
• Support customers involved in more complex situations and help facilitate solutions between different users when required
• Identify cases requiring specialist assistance and escalate them to the appropriate teams
• Manage multiple customer cases and priorities simultaneously
• Maintain clear and accurate records of customer interactions
• Deliver a positive customer experience while meeting quality and service standards

Your Qualifications

• Native or near-native level of Spanish (C2)
• Good command of English (B2 level)
• Minimum high school diploma
• Previous professional experience is preferred but not required
• Customer service experience is an advantage
• Previous experience within travel, hospitality, tourism, or contact centres is an advantage
• Excellent communication and active listening skills
• Strong problem-solving and troubleshooting abilities
• Comfortable handling customer complaints and challenging situations
• Customer-focused, empathetic, and solution-oriented mindset
• Strong written communication skills
• Comfortable using multiple digital tools and systems simultaneously
• Ability to manage several cases and priorities effectively
• Local candidates or EU citizens willing to relocate to Portugal are welcome to apply
• Availability to work fully on-site in either Porto or Santos, Lisbon

The Offer

• Fully on-site position in Porto or Santos, Lisbon, Portugal
• Full-time employment, 40 hours per week
• Rotating schedule covering Monday to Sunday, 24/7
• 30-day probation period
• Open-ended employment contract
• Performance bonus based on KPIs
• Meal allowance for each worked day
• 22 business days of annual leave
• Holiday and Christmas allowances
• Health insurance after 6 months of employment
• Relocation support available for eligible EU citizens moving to Portugal
• Travel reimbursement of up to €200, paid after 3 months upon presentation of the relevant receipt
• Accommodation support for the first 3 months
• Assistance with temporary accommodation during the first weeks and/or support finding permanent accommodation
• Opportunity to gain experience within the international travel and hospitality industry
• International and multicultural working environment
• Professional training and ongoing development opportunities