Customer Support Specialist
Skills
About the Role
You will provide friendly, efficient, and accurate support to customers via chat and email. You will troubleshoot product questions, account issues, and payments, following internal procedures to ensure compliance and customer protection. You will escalate cases to FinCrime, Tech, or Product when needed, work rotating shifts including occasional weekends, maintain clear documentation and contribute to the knowledge base, collaborate with teammates to improve processes and customer experience, and represent the voice of the customer internally.
Requirements
- Excellent written and spoken English
- Strong communication skills
- Attention to detail and problem-solving mindset
- Comfortable working rotational shifts including weekends and evenings
- Curious, motivated, and eager to learn about fintech, payments, and crypto
- Previous experience in customer support is a plus
- Eligibility to work in Portugal
- Based in or near Porto (hybrid work model)
Responsibilities
- Provide friendly, efficient, and accurate support to customers through chat and email
- Troubleshoot product questions, account issues, and payments
- Follow internal procedures to ensure compliance, safety, and customer protection
- Escalate cases to FinCrime, Tech, or Product teams when needed
- Work rotating shifts including occasional weekends and evenings
- Collaborate with teammates to improve processes and customer experience
- Maintain clear documentation and contribute to the knowledge base
- Represent the voice of the customer internally
Benefits
- Health insurance with dental coverage
- Telework allowance for hybrid work
- Meal allowance
- Laptop and accessories provided
- Hybrid model with an office in Porto