Senior English Customer Support Advisor

About the role

As a Senior Customer Support Advisor in Porto you will lead by example on the team floor while still handling a full caseload of customer contacts. You will take the escalated cases that require extra judgement make sure the team follows best practice and give practical coaching to advisors who are still building their confidence. You will review recorded calls and chats share constructive feedback and celebrate good work visibly.

You will also help new starters through their first weeks answering questions and tracking their progress against agreed goals. When you notice recurring issues you will raise them with operations so that the root cause can be addressed.

Requirements

• fluent English at C1 level or higher which is the minimum for this role.
• At least one year of customer service experience is required and coaching or mentoring experience is a clear advantage.
• You should be calm fair and well organised.
• Rotating shifts apply.

What we offer

• Structured leadership development and recognition for your coaching contribution.