CUSTOMER SUPPORT SPECIALIST REMOTE IN PORTUGAL

We are looking for aCustomer Support Advisor to join the team.
This is a permanent work from home position based in Portugal.
Salary.
The annual gross salary for this role is euros (inclusive of holiday allowances).
You will receive a 20 euros a month internet allowance.
The meal allowance is 7.
euros per day.
Schedule.
Candidates will need to be available to work Tuesday to Saturday 3.
pm to midnight.
The successful candidate will be supporting our partner Levels Health.
This is an exciting opportunity for someone who is a passionate and dedicated individual.
In this role you will be at the forefront of providing exceptional support to our members handling a variety of cases and tickets.
The ideal candidate is someone who not only acknowledges issues but actively seeks ways to improve processes demonstrating a critical thinking mindset.
This role requires a proactive individual committed to driving positive change with an interest in Fitness or wellness.
Tasks What youll be doing.
Delivering Customer service excellence on tickets as you support member queries both simple and complex issues (Tier 1 and Tier 2) with a strong focus on customer satisfaction and response time.
Assisting with adhoc social media queries providing support and timely responses.
Contributing daily to process improvement; Owning and creating documents to support the wider team.
Actively applying critical thinking skills to troubleshoot issues and find innovative ways to resolve the members concerns.
Diligently employing a proactive mindset to address potential challenges demonstrating a committed and forwardthinking approach to problem solving.
Actively demonstrate a consistent productivity and assume full responsibility for assigned tasks and consistently upholding a high standard of performance and accountability in task execution.
Recording weekly loom videos to provide a comprehensive update on work activities accomplishments and advancements.
Conducting QA (Quality Audits) on you own tickets and other team members tickets contributing to a culture of improvement and excellence.
Maintaining current awareness of ongoing product changes proactively ensuring knowledge is up to date and aligned with evolving product offerings.
Proficiently initiating and managing escalation tickets to the other departments/engineering team as needed ensuring a streamlined and effective process for addressing and resolving complex issues within the specified protocols and timelines.
Requirements You have exceptional communication skills both written and verbal.
You have 35 years experience in customer service or a support role.
You demonstrate a keen aptitude for problem solving employing analytical thinking and innovative approaches to deliver effective solutions to our members.
You have experience with ticket targets and AHT targets.
You have experience working between multiple systems such as Helpscout Notion Slack and Stripe.
You possess meticulous documentation skills ensuring thorough and accurate recording of information.
You embody a forwardthinking approach proactive mindset and initiative to drive positive change.
You have effective time management skills optimising productivity and ensuring a timely completion of tasks.
You can maintain a proactive approach to staying informed actively assimilating relevant information.
You are detail orientated and possess strong quality assurance skills.
Exceptional Organization Skills.
Have a growth mindset and exciting about working with a company that is changing constantly.
Have remote working experience and capabilities.
Benefits What you get in return.
Fully Remote work based in Portugal A competitive salary Equipment provided Home office allowance A Buddy on joining Online Gym and Wellbeing Studio.
The opportunity for professional growth.
Fun company events and team outings.
Autonomy and Responsibility Our recruitment process.
1.
min Teams interview with the Recruitment Team Language test if applicable to the role 45 min Teams interview with the Hiring Team