English-Speaking Customer Support Specialist – AI & Social Media

About the role

Kats Recruitment is hiring an English-speaking Customer Support Specialist in Lisbon, Portugal, for a project supporting a global technology leader in social media, artificial intelligence and digital communication. You will support users of a premium digital subscription service that combines AI tools with features across social media and messaging platforms, helping them with account management, billing and technical guidance.

Key responsibilities

• Handle customer inquiries in English via digital channels about premium subscription features and AI applications.
• Help users with onboarding, plan upgrades, account access, billing and renewal questions.
• Guide customers through AI-powered tools, account settings and exclusive digital features.
• Troubleshoot technical issues related to subscriptions, platform functionality and app integrations.
• Follow up on complex cases until fully resolved.
• Spot recurring platform or technical issues and flag them to product teams.
• Maintain case logs, customer notes and interaction history in CRM systems.
• Keep to quality standards, service level targets and security policies.

Required profile

• Excellent written and spoken English.
• Interest in artificial intelligence, digital communication and social media platforms.
• Problem-solving skills and comfort with basic technical troubleshooting.
• Clear, empathetic and customer-focused communication.
• Good computer literacy, organisation and ability to multitask.
• Previous customer support, technical assistance or contact centre experience is an asset; familiarity with messaging apps, social networks and generative AI is a plus.
• Availability to work on-site in Lisbon on rotational day or night shifts.

What we offer

• Full-time on-site work in a modern Lisbon office, 40 hours per week (5 days, 2 rotating days off).
• Day shifts (07:00–22:00) or night shifts (22:00–07:00) with night shift premiums.
• Competitive monthly package with meal card, holiday and Christmas allowances and productivity bonuses.
• Private health and dental insurance.
• 22 working days of annual leave plus compensatory time for public holidays worked.
• 10-day paid initial training with completion compensation.
• Initial 12-month contract with opportunities for long-term development and permanent conversion.