Social-First Customer Care Specialist
PortugalFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English, Portuguese, Spanish
- Experience
- 2+ years
- Required Skills
- CRMCustomer support
Requirements
- High School Diploma or equivalent
- 2+ years experience in social care, community management, or CX support
- Strong verbal and written communication skills
- Fluency in English (written and oral)
- Near native fluency in Portuguese and Spanish
- Comfort handling billing, subscriptions, and access issues
- Ability to work in high-visibility public comment sections
- Personal PC/Laptop with working webcam
- Stable home internet connection
- Ability to work 8-hour rotating shifts
Responsibilities
- Respond to public comments with brand-appropriate tone and judgment
- Manage DMs and private support conversations end-to-end
- Use CRM to review history, track cases, and document outcomes
- Provide support for account login, subscriptions, billing, and refunds
- Handle technical troubleshooting and product guidance
- Use AI-assisted tools for efficient and accurate communication
- Follow escalation paths for sensitive or high-risk topics
- Ensure consistent quality in tone and accuracy across rotating shifts
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