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: 1359.34 / month
Total Gross Cash Compensation: 1159.34 / month

Option 2 Without Company Apartment

• Base Salary: 1061 / month

• Christmas Allowance: 88.41 / month

• Holiday Allowance: 88.41 / month

• Meal Allowance: 154 / month

• Performance Bonus: Up to 100 / month

Total Package Compensation: 1491.84 / month
Total Gross Cash Compensation: 1491.84 / 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: 2060 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