Customer Support Advisor - Financial Services (Remote in Portugal)

Portugal Agents+TM

Full-time

Permanent employee

About The Role

Job Title: Customer Support Advisor
Location: Remote based in Portugal
Terms: Permanent / Full-Time 40h weekly
Salary band: €17,000 - €18,000 (Paid in 14 installments)
Schedule: Monday to Friday, 9 am - 5:30 pm

About the role:

The successful candidate will support one of the UK and Ireland's fastest-growing start-ups, transforming the way employee benefits are delivered and experienced.

This is an exciting opportunity for an experienced Customer Support Advisor to join a rapidly scaling company, with exposure to customers, insurers, and internal teams across the business. The role will have a broad scope, global reach and plenty of opportunities for growth.

What you'll be doing:

Interact with customers as part of support function. Act as the first line of investigation for benefit and policy-related queries, owning issue resolution. Liaise with insurers and providers on escalations, tracking any recurring issues and maintaining high quality documentation.
Handle new business administration. Set up new employer schemes, facilitate application processing between employers, employees and insurance providers, while also updating our CRM and internal systems
Support scheme renewals. Work closely with employers and insurance providers, plus partner with customer success teams to refine processes and improve the customer experience
Own policy event administration. Process policy changes including joiners, leavers, dependents, cancellations and amendments; coordinate across internal teams and providers
Travel: You will complete your induction and new hire training in Dublin and will visit Dublin once a quarter for meetings and training.

Our Recruitment process

1st round interview with the Talent Acquisition Team
Language assessment
Final round interview and task with the Hiring Team
Reference checking

Your profile

2+ years of experience in operations/support within insurance, financial services or benefits administration in HR
Strong attention to detail. You can manage multiple workstreams and dive into complexity
Clear written communication skills. You thrive when working with different stakeholders
Ability to work independently. You perform well when tasked with important matters and given guidance
Comfort working in fast-paced environments. You are comfortable with ambiguity and evolving processes

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.