French‑speaking Customer Support Agent (Lisbon)

About the role

You will join a multicultural team in Lisbon to provide multi‑channel support for a leading video‑streaming service. The position focuses on assisting French‑speaking users via phone, email and live chat, ensuring a high‑quality experience.

Key responsibilities

• Answer inbound calls, emails and live‑chat messages from French‑speaking customers.
• Identify, troubleshoot and resolve user issues, documenting each step.
• Categorise cases and flag potential bugs for the engineering team.
• Support revenue‑generating accounts and ensure rapid problem resolution.
• Escalate complex incidents according to defined procedures.

Required profile

• Previous direct customer‑service experience, preferably in a contact‑center environment.
• Native or proficient French and at least B2 level English.
• Excellent written and spoken communication with strong attention to detail.
• Ability to listen actively, empathise with customers and manage emotions.
• Organised, able to manage time and tasks efficiently.
• Willingness to work flexible hours, including evenings, weekends and holidays.

Required skills

• Proficiency with Google Workspace (Gmail, Docs, Sheets, etc.).
• Experience using digital platforms and live‑chat/customer‑support software.

What we offer

• Base salary plus performance bonuses.
• Paid training and a full‑time contract.
• Relocation assistance for eligible candidates moving to Lisbon.
• Private health insurance covering spouse and children at no cost.
• Life insurance, nursery and student vouchers.
• Employee Assistance Program covering health, wellbeing, financial consulting and more.