Enshored is seeking Multilingual Customer Support Agents (Tier 1) to support a global leader in the urban mobility and transportation technology sector.
Acting as the first point of contact for riders, you will provide assistance across phone, chat, and ticketing channels, addressing general inquiries, ride-related issues, and account support.
This role sits within Enshored's Customer Experience Operations.
It requires a high level of operational discipline to ensure global service consistency while maintaining the professional and empathetic support Bird's riders expect.Role Overview The Tier 1 Customer Support Agent serves as the primary point of contact for customers using a shared mobility platform.
The role focuses on resolving general inquiries and assisting riders with platform-related issues to ensure a seamless service experience.
Support is delivered via phone, messaging, and ticketing channels, requiring strong communication skills and a customer-focused mindset.Key responsibilities Follow structured SOPs, decision trees, and approved macros with high accuracy to ensure consistent service delivery.
Handle standard, well-defined customer issues and escalate exceptions appropriately to Tier 2 support teams.
Take full ownership of customer issues and resolve them wherever possible.
Provide customer assistance via phone, chat, and ticketing systems (e.G., Zendesk).
Assist customers with ride-related inquiries, account access issues, billing questions, app troubleshooting, and general service questions.
Document all interactions clearly and accurately in internal systems.
Follow internal processes and operational guidelines to deliver professional and efficient support.Languages Requirements Candidates must be fluent in one of the following language combinations: Italian + English Hebrew + English German + English Strong written and verbal communication skills, and comprehension skills, in both languages are required.Requirements Ability to balance efficiency with sound judgment while adhering to defined processes Strong attention to detail and the ability to consistently follow defined processes Minimum CEFR B2–C1 English proficiency Strong written and verbal communication skills Customer-oriented mindset with strong empathy Ability to multitask and manage multiple customer interactions simultaneously Comfortable working with CRM platforms such as Zendesk Ability to work in a 24/7 operational environment with rotating shifts Previous customer support experience is considered an advantage Living in Lisbon area