Customer Support Specialist Remote in Portugal

We are looking for aCustomer Support Advisor to join the team. This is a permanent work from home position based in Portugal.

Salary:
The annual gross salary for this role is 15.250 euros (inclusive of holiday allowances). You will receive a 20 euros a month internet allowance. The meal allowance is 7.63 euros per day.

Schedule:
Candidates will need to be available to work Tuesday to Saturday 3:30 pm to midnight.

The successful candidate will be supporting our partner Levels Health. This is an exciting opportunity for someone who is a passionate and dedicated individual. In this role you will be at the forefront of providing exceptional support to our members handling a variety of cases and tickets. The ideal candidate is someone who not only acknowledges issues but actively seeks ways to improve processes demonstrating a critical thinking mindset. This role requires a proactive individual committed to driving positive change with an interest in Fitness or wellness.

Tasks

What youll be doing:

• Delivering Customer service excellence on tickets as you support member queries both simple and complex issues (Tier 1 and Tier 2) with a strong focus on customer satisfaction and response time.
• Assisting with adhoc social media queries providing support and timely responses.
• Contributing daily to process improvement; Owning and creating documents to support the wider team.
• Actively applying critical thinking skills to troubleshoot issues and find innovative ways to resolve the members concerns.
• Diligently employing a proactive mindset to address potential challenges demonstrating a committed and forwardthinking approach to problem solving.
• Actively demonstrate a consistent productivity and assume full responsibility for assigned tasks and consistently upholding a high standard of performance and accountability in task execution.
• Recording weekly loom videos to provide a comprehensive update on work activities accomplishments and advancements.
• Conducting QA (Quality Audits) on you own tickets and other team members tickets contributing to a culture of improvement and excellence.
• Maintaining current awareness of ongoing product changes proactively ensuring knowledge is up to date and aligned with evolving product offerings.
• Proficiently initiating and managing escalation tickets to the other departments/engineering team as needed ensuring a streamlined and effective process for addressing and resolving complex issues within the specified protocols and timelines.

Requirements

• You have exceptional communication skills both written and verbal.
• You have 35 years experience in customer service or a support role.
• You demonstrate a keen aptitude for problem solving employing analytical thinking and innovative approaches to deliver effective solutions to our members.
• You have experience with ticket targets and AHT targets.
• You have experience working between multiple systems such as Helpscout Notion Slack and Stripe.
• You possess meticulous documentation skills ensuring thorough and accurate recording of information.
• You embody a forwardthinking approach proactive mindset and initiative to drive positive change.
• You have effective time management skills optimising productivity and ensuring a timely completion of tasks.
• You can maintain a proactive approach to staying informed actively assimilating relevant information.
• You are detail orientated and possess strong quality assurance skills.
• Exceptional Organization Skills.
• Have a growth mindset and exciting about working with a company that is changing constantly.
• Have remote working experience and capabilities.

Benefits

What you get in return:

• Fully Remote work based in Portugal
• A competitive salary
• Equipment provided
• Home office allowance
• A Buddy on joining
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility

Our recruitment process:

1. 1.30 min Teams interview with the Recruitment Team
2. Language test if applicable to the role
3. 45 min Teams interview with the Hiring Team