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Onboarding Customer Support Advisor (Remote in Portugal)

Portugal Agents+TM
Full-time
Permanent employee

About The Role

Location: Remote - based in Portugal 
Terms: Permanent Contract / Full-Time 40h weekly 
Salary: €15,250 (Paid in 14 installments) 

We are looking for a tech-savvy Onboarding Customer Support Advisor with fluent English and Portuguese language skills who is passionate about delivering outstanding Customer onboarding support via phone and email while driving improvements to the Customer experience. 

If you enjoy instructing, problem-solving and helping new Customers thrive, we would love to hear from you! This is a work-from home position based in Portugal. 

About our Partner
Momence is an online events platform for businesses that create event pages, sell tickets, make video courses, and much more. 
Momence aims to help their Clients save time and grow revenue by creating bespoke Customer experiences & automating backend admin such as taking bookings & closing new leads. 

Schedule: 
Available schedules are as follows: 
  • Saturday to Wednesday 15:30-00:00
  • Wednesday to Sunday 15:30-00:00
  • Saturday to Wednesday 00:00-08:30
  • Thursday to Monday 00:00-08:30
  • Monday to Wednesday 15:30-00:00 & Saturday & Sunday 08:30-17:00
 
We will endeavour to assign preferred schedules to successful candidates but this cannot be guaranteed.   


WHAT YOU'LL BE DOING 
 
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.  
 
Customer Education & Interaction:   
  • 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. 
 
Proactive Problem Solving:   
  • 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 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.  
 
Empathy and Clear Communication:   
  • Demonstrate active listening, ensuring customers feel understood and valued.  
  • Simplify complex technical information into easy-to-understand instructions. 
 
Continuous Learning & Quality Assurance: 
  • 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 
 
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

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.