Onboarding Customer Support Advisor (Remote in Portugal)

Customer Onboarding Support Excellence:

• Provide prompt, friendly, and accurate support & guidance to newly onboarded Momence Customers via phone and occasionally email in English and Portuguese.  
• Offer clear, step-by-step guidance to resolve questions and ensure a smooth onboarding experience for new Momence Customers.  

• 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.  
• Educate& train customers on system setup, correct usage & best practices.

• 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.  

• Maintain in-depth knowledge of the Momence 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.  

Our recruitment process is 3 stages.

1. 30 min Teams interview with the Recruitment Team
2. Language test if applicable to the role
3. 45 min Teams interview with the Hiring Team

your profile

• Experience: 2-3 years in customer support, with a focus on phone interactions. Previous experience with US, Australian, or New Zealand customers is a plus. Training and/or pre-sales experience would be advantageous. 
• Language Skills: Fluent English and Portuguese language skills are required for this role.
• Tech-Savvy: Comfortable with technology and able to troubleshoot tier 1 technical issues.
• Communication Skills: Exceptional 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.  
• Thrives at Fast Pace: Prioritization skills, resilience to pressure, and the ability to maintain focus amid constant change.

why us?

WHAT YOU GET IN RETURN:

• Fully Remote work based in Portugal
• A competitive salary
• 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