Customer Support Advisor – Spanish & English Speakers (B2)

Location: Lisbon, Portugal | Schedule: 24/7 On-Site
Start Date: 16th April 2026

About the Role

Join an international customer operations team supporting one of the most innovative digital banks in Europe.

As an Operations Customer Expert I, you will be the first point of contact for customers via phone, email, and chat. Your mission is to deliver exceptional, empathetic support while resolving a wide range of banking queries efficiently and fairly. You will play a key role in ensuring customers feel heard, supported, and empowered — helping make money work for everyone.

Your Responsibilities

• Resolve customer queries across chat, phone, and email, aiming for first-contact resolution.

• Take full ownership of cases end-to-end, including complex situations.

• Support fraud investigations, dispute resolution (including chargebacks), and complaint handling with strong attention to detail.

• Identify and support vulnerable customers appropriately, escalating when needed.

• Deliver clear, empathetic communication aligned with company values and regulatory standards.

• Collaborate with internal teams to improve processes and customer experience.

• Share knowledge, coach peers when needed, and contribute to continuous improvement.

• Remain adaptable in a fast-changing environment with evolving priorities.

Key Skills & Profile

• Native/Fluent Spanish + English (B2 minimum).

• Minimum 1 year of experience in customer service (banking/financial services is a plus).

• Strong communication skills with empathy and clarity.

• Resilient and confident handling complex or sensitive cases.

• Detail-oriented with good judgment and risk awareness.

• MANDATORY TO HAVE A EUROPEAN PASSPORT OR PORTUGUESE VALID WORK PERMIT.

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 (including benefits): €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 shifts paid according to Portuguese labor law (+25% minimum hourly rate for night hours).

• 14 salaries per year (including holiday & Christmas allowances).

• Free Portuguese language courses.

• Access to sports, cooking, and social activities.

• Career development opportunities in a stable, fast-growing company.

• International and multicultural environment.
  

Full Relocation Package

We support your move to Lisbon with:

• Airport pickup upon arrival

• Administrative support (residency, banking, documentation)

• Reimbursement of initial flight

• Annual return flight for EU residents

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

• Welcome kit (bedding, towels, essentials)
  
  

Accommodation Details

• Modern shared apartments

• Fully furnished

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

• 20–60 minutes commute to the office

• Great opportunity to connect with other international professionals
  

Hiring Process

1. CV Screening

2. Online Language Assessment

3. Interview with the Client