Senior English Customer Support Advisor

About the role

We are looking for an experienced English-speaking Senior Customer Support Advisor to join our Lisbon team. Beyond handling a full caseload of customer contacts by phone and chat, you will act as a go-to colleague for the advisors around you. You will review call and chat quality, give constructive feedback, and share best practice on handling difficult conversations.

You will also help new starters settle in during their first weeks, answering questions and monitoring their early performance against agreed targets. When patterns of recurring issues appear, you will raise them with the operations team so that root causes can be fixed rather than repeatedly patched.

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 experience coaching or mentoring colleagues is a clear advantage.
• You should be calm under pressure, organised, and comfortable giving feedback in a fair and encouraging way.
• Rotating shifts apply.

What we offer

• Structured development and recognition for your coaching work.