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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.
- 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