Customer Support Advisor (Remote in Portugal)
- Salary
- €15.3K
- Hiring from
- Portugal
- Work type
- Remote
- Posted
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About The Role
Job Title: Customer Support Advisor
Location: Remote based in (Portugal)
Terms: Permanent Contract / Full-Time 40h weekly
Schedule : Monday to Friday – 15:30 to 00:00
ABOUT THE ROLE
We are looking for a tech-savvy Customer Support Advisor who is passionate about delivering outstanding customer service via phone and email. If you enjoy problem-solving and helping customers thrive, we would love to hear from you! This is a work-from home position based in Portugal.
WHAT YOU'LL BE DOING
Customer Support Excellence:
- Provide prompt, friendly, and accurate support to customers via phone call-backs (scheduled through the app) and email.
- Offer clear, step-by-step guidance to resolve questions and ensure a smooth customer experience.
- Respond to inquiries with empathy, professionalism, and an understanding of customer needs.
- Proactively engage with customers to exceed their expectations, offering solutions that leave a lasting positive impression.
- Stay ahead of potential issues by identifying and addressing problems before they escalate.
- Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products.
Product Expertise:
- Maintain in-depth knowledge of customers platform to assist customers effectively and confidently.
- Contribute to building and updating internal resources and customer-facing knowledge base articles to empower others.
- Demonstrate active listening, ensuring customers feel understood and valued.
- Simplify complex technical information into easy-to-understand instructions.
- Uphold commitment to delivering high-quality support by adhering to best practices and quality standards.
- Participate in ongoing training and stay up to date with our evolving platform and industry trends.
Your profile
To thrive in this role, you should possess the following qualifications and attributes:
- Experience: 2-3 years in customer support, with a focus on live interactions (email and phone). Previous experience with US, UK, Australian, or New Zealand customers is a plus.
- Tech-Savvy: Comfortable with technology and able to troubleshoot tier 1 technical issues.
- Communication Skills: Exceptional English communication skills (both written and verbal), with the ability to articulate solutions clearly and effectively.
- Customer Focus: A passion for delivering outstanding customer service and a commitment to resolving issues with empathy and professionalism.
- Adaptability: Comfortable working in a fast-paced environment and embracing change.
- Team-Oriented: Ability to work both independently and collaboratively, contributing to a supportive and proactive team environment.
- Growth Mindset: A curiosity and eagerness to learn, adapt, and contribute to continuous improvement.
Why us?
WHAT YOU GET IN RETURN:
- Fully Remote work based in Portugal
- Salary: €15,250 (Paid in 14 installments)
- Night shift allowance
- Monthly internet allowance of €20
- Meal Allowance of €10.46
- Equipment provided
- Home office allowance
- Online Gym and Wellbeing Studio.
- The opportunity for professional growth.
- Fun company events and team outings.
- Autonomy and Responsibility
About us
Otonomee is an award-winning Customer Management Outsourcing business delivering scalable, tech-driven, and people-focused solutions. Over the past year, we were proud to win the CCMA Best Employee Engagement Award and to rank number 10 in the Deloitte Fast 50. Through our remote-first operating model, we help organisations optimise customer interactions, reduce costs, and increase efficiency, combining automation and data-driven insight with a strong human focus.
Founded in 2020 by Aidan and Hilary O’Shea, Otonomee was created to challenge the traditional “big city, big building” BPO model. Instead, we offer a nimble, bespoke service that isn’t limited by contact-centre capacity. Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them.
Otonomee is built to be better for people, partners, and the planet. We have been a certified B Corp since September 2023 and were recently recognised as an EY Entrepreneur of the Year finalist. In just five years, we have grown to more than 650 employees, representing 55 nationalities across Europe, America and Asia.
We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences.
At Otonomee, equality, diversity, and inclusion are central to how we operate. We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard. Together, we grow.
Founded in 2020 by Aidan and Hilary O’Shea, Otonomee was created to challenge the traditional “big city, big building” BPO model. Instead, we offer a nimble, bespoke service that isn’t limited by contact-centre capacity. Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them.
Otonomee is built to be better for people, partners, and the planet. We have been a certified B Corp since September 2023 and were recently recognised as an EY Entrepreneur of the Year finalist. In just five years, we have grown to more than 650 employees, representing 55 nationalities across Europe, America and Asia.
We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences.
At Otonomee, equality, diversity, and inclusion are central to how we operate. We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard. Together, we grow.
