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Customer Support Agent (Dutch) Chat&Email

Lisbon , Portugal

Conectys

Mandatory:

English Advanced

Dutch Proficiency

Company

Conectys

Employment type

Experience

Entry level

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.

Assist customers with inquiries via live chat or email, in Dutch and English
Ensure an efficient, accurate, and high‑quality customer service experience
Be well equipped with the platform, products, and crypto‑market fundamentals, while keeping abreast of general market conditions
Diligently manage and follow up on inquiries or complaints from current and prospective users
Demonstrate a strong ability to understand customer needs and convert them into constructive feedback and suitable solutions for management
Ensure frontline operations are smooth by flagging discrepancies, potential risks, or unusual situations to management in a timely manner
Continuously seek improvements to enhance team performance, work efficiency, and overall operational processes

REQUIREMENTS

Dutch proficiency at close to native level - able to confidently support users on complex, written interactions related to financial and crypto products (reading & typing mandatory)
Strong command of English, written and spoken
Preferably 2–4 years of customer service experience, trained in frontline operations (Live Chat & Email)
Experience working with financial institutions, fintech platforms, trading environments, or crypto‑currency products is a strong advantage
Educational background in Finance, Economics, Mathematics, Business Administration, or other analytical / STEM‑related fields is preferred
Strong numerical acumen with attention to detail and comfort working with figures, data, and statistics
Passion to develop knowledge and a long‑term career in fintech / crypto‑currency trading firms
Team player, committed and self‑driven, with the ability to respond positively and professionally to user requests
Ability to perform 5 days’ shift work, including weekends and public holidays (8am–5pm / 4pm–1am / 12am–9am)
Willingness to work onsite during day shifts and from home during night shifts, according to the hybrid model

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