Onboarding Customer Support Advisor – Night Shift

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Deliver timely, friendly, and precise onboarding assistance to newly onboarded Momence Customers through phone and, occasionally, email in both English and Portuguese.

• Provide clear, step-by-step instructions to address inquiries and ensure a seamless onboarding journey.

• Address customer inquiries with empathy, professionalism, and a deep understanding of their needs.

• Actively engage with Customers and provide solutions that go above and beyond their expectations.

• Educate and train customers on system configuration, proper usage, and best practices.

• Identify and manage potential issues proactively before they escalate.

• Collaborate with internal teams to share insights, recognize recurring challenges, and enhance processes and products.

• Maintain comprehensive knowledge of the Momence platform.

• Develop and update internal resources and customer-facing knowledge base articles.

• Break down complex technical information into easily digestible instructions.

• Follow best practices and uphold quality standards.

• Engage in continuous training and remain updated on platform and industry trends.

⛳️ Requirements

• 2-3 years of experience in customer support, emphasizing phone interactions.

• Prior experience with customers from the US, Australia, or New Zealand is advantageous.

• Background in training and/or pre-sales is beneficial.

• Proficient in English.

• Proficient in Portuguese.

• Comfortable with technology and capable of troubleshooting tier 1 technical issues.

• Outstanding written and verbal communication skills.

• Strong passion for excellent customer service and a dedication to resolving issues with empathy and professionalism.

• Ability to thrive in a fast-paced environment and adapt to change.

• Capable of working both independently and collaboratively.

• A curious mindset with a willingness to learn, adapt, and contribute to ongoing improvement.

• Strong prioritization skills, resilience under pressure, and the ability to maintain focus amidst constant change.

• Availability to work from Thursday to Monday, 00:00-08:30.

• Permanent contract / full-time position, requiring 40 hours weekly.

🏝️ Benefits

• Night shift allowance.

• Monthly internet allowance of €20.

• Meal allowance of €10.46.

• Equipment provided.

• Home office allowance.

• Access to an Online Gym and Wellbeing Studio.

• Opportunities for professional growth.

• Engaging company events and team outings.

• Autonomy and responsibility in your role.