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DESCRIPTION
This role follows a hybrid model — day shifts are office-based in Lisbon, while night shifts are performed remotely.
As a Customer Support Specialist, you will play a key role in delivering an exceptional customer experience for a fast-growing fintech/crypto trading platform. You will be at the frontline of customer interactions, supporting users through live chat and email while helping ensure smooth daily operations and continuous service improvement.
You will be part of a dynamic, customer-centric team that values precision, efficiency, and proactive problem-solving. Your work will directly contribute to building trust, resolving issues effectively, and improving the overall platform experience for our global client base.
Your responsibilities:
- Support clients via live chat and email, ensuring a high-quality customer experience.
- Provide accurate guidance by maintaining strong knowledge of the platform, products, and market conditions.
- Manage and follow up on customer inquiries and complaints efficiently.
- Identify and escalate operational issues, discrepancies, or potential risks to management.
- Gather customer insights and contribute to process and service improvements
REQUIREMENTS
- Min. B2/C1 level of English, both written and spoken.
- Min. C1 level in Dutch - both written and spoken.
- Previous experience in customer service within a contact center environment is required (live chat/email preferred).
- 2+ years of relevant experience is a strong advantage
- Experience in fintech, financial services, or crypto trading is a plus.
- Strong attention to detail with confidence working with numbers and data.
- Customer-focused, proactive team player with solid communication skills.
- Flexibility to work 5-day rotating shifts, including weekends and public holidays (24/7 coverage).