Customer Support Advisor – Spanish & English Speakers (B2) Location: Lisbon, Portugal | Schedule: 24/7 On-Site Start Date: 16th April **** About the Role Join an international customer operations team supporting one of the most innovative digital banks in Europe.
As an Operations Customer Expert I, you will be the first point of contact for customers via phone, email, and chat.
Your mission is to deliver exceptional, empathetic support while resolving a wide range of banking queries efficiently and fairly.
You will play a key role in ensuring customers feel heard, supported, and empowered — helping make money work for everyone.
Your Responsibilities Resolve customer queries across chat, phone, and email, aiming for first-contact resolution.
Take full ownership of cases end-to-end, including complex situations.
Support fraud investigations, dispute resolution (including chargebacks), and complaint handling with strong attention to detail.
Identify and support vulnerable customers appropriately, escalating when needed.
Deliver clear, empathetic communication aligned with company values and regulatory standards.
Collaborate with internal teams to improve processes and customer experience.
Share knowledge, coach peers when needed, and contribute to continuous improvement.
Remain adaptable in a fast-changing environment with evolving priorities Key Skills & Profile Native/Fluent Spanish + English (B2 minimum).
Minimum 1 year of experience in customer service (banking/financial services is a plus).
Strong communication skills with empathy and clarity.
Resilient and confident handling complex or sensitive cases.
Detail-oriented with good judgment and risk awareness.
Comfortable using tools such as Slack and GSuite (or similar systems).
Flexible to work in a 24/7 on-site schedule in Lisbon.
Training Duration: 12 working days Schedule: 8 hours per day Training Allowance: €***** per week (fully paid) Salary & Compensation Option 1 – With Company Apartment Base Salary: €776/month Apartment Benefit (Benefit-in-kind): €200/month Christmas Allowance: €*****/month Holiday Allowance: €*****/month Meal Allowance: €154/month Performance Bonus: Up to €100/month Total Package Compensation (including benefits): €1,******/month Total Gross Cash Compensation: €1,******/month Option 2 – Without Company Apartment Base Salary: €1,061/month Christmas Allowance: €*****/month Holiday Allowance: €*****/month Meal Allowance: €154/month Performance Bonus: Up to €100/month Total Package Compensation: €1,******/month Total Gross Cash Compensation: €1,******/month Additional Benefits Night shifts paid according to Portuguese labor law (+25% minimum hourly rate for night hours).
14 salaries per year (including holiday & Christmas allowances).
Free Portuguese language courses.
Access to sports, cooking, and social activities.
Career development opportunities in a stable, fast-growing company.
International and multicultural environment.
Full Relocation Package We support your move to Lisbon with: Airport pickup upon arrival Administrative support (residency, banking, documentation) Reimbursement of initial flight Annual return flight for EU residents 14 months of fully equipped company housing (if apartment option selected) Welcome kit (bedding, towels, essentials) Accommodation Details Modern shared apartments Fully furnished Utilities included (Wi-Fi, electricity, water, cable TV) ***** minutes commute to the office Great opportunity to connect with other international professionals Contract & Conditions Contract Type: Temporary (strong potential for renewal and long-term employment) Trial Period: 1 month On-site work model in Lisbon Hiring Process CV Screening Online Language Assessment Interview with the Client