Customer Support Specialist

Deblock
Full_time

📍 Job Overview

  • Job Title: Customer Support Specialist
  • Company: Deblock
  • Location: Porto, Portugal
  • Job Type: Full-Time (Remote OK)
  • Category: Customer Support & Success
  • Date Posted: 2025-07-24
  • Experience Level: Entry to Mid-Level (0-2 years)
  • Remote Status: Remote (Portuguese residence required)

🚀 Role Summary

  • 📝 Enhancement Note: This role is ideal for individuals seeking to kickstart their career in customer support, preferably within the financial services industry. Deblock, a cutting-edge FinTech company, offers an exciting opportunity to grow and make a significant impact on their customer support team.

  • Serve as the primary point of contact for customers, ensuring exceptional support and satisfaction with Deblock's innovative financial services.

  • Troubleshoot and resolve customer issues via phone, email, and live chat platforms, demonstrating strong problem-solving skills and a customer-centric approach.

  • Collaborate closely with internal teams, such as Product and Engineering, to effectively address customer needs and provide valuable feedback.

  • Document and track customer interactions and feedback, generating insightful reports for internal stakeholders to drive continuous improvement.

  • Assist in the development and enhancement of customer support processes and resources, contributing to Deblock's overall success.

💻 Primary Responsibilities

  • 📝 Enhancement Note: This role requires a high level of multitasking and adaptability, as you'll be handling various customer inquiries and issues simultaneously while maintaining a calm and professional demeanor.

  • 📝 Enhancement Note: Familiarity with fintech and cryptocurrency concepts and trends is a plus, as it will enable you to provide more informed and relevant support to customers.

  • 📝 Enhancement Note: Excellent communication skills are crucial for this role, as you'll be articulating complex information in a clear and concise manner to customers with varying levels of technical expertise.

  • 📝 Enhancement Note: This role offers an excellent opportunity to develop your technical knowledge, as you'll be maintaining in-depth knowledge of Deblock's products and services to better assist customers and provide meaningful feedback to internal teams.

  • Serve as the primary point of contact for customers, providing guidance and support with a 5-star approach.

  • Troubleshoot and resolve issues via phone, email, and live chat platforms, ensuring efficient and effective resolutions.

  • Collaborate closely with other teams, such as Product and Engineering, to effectively address customer needs and provide valuable feedback.

  • Document and track customer interactions and feedback, generating insightful reports for internal stakeholders.

  • Assist with the development and improvement of customer support processes and resources.

  • Maintain in-depth knowledge of Deblock's products and services to better assist customers.

🎓 Skills & Qualifications

Education:

  • 📝 Enhancement Note: A bachelor's degree in a relevant field, such as Business, Marketing, or a related discipline, would be beneficial but is not always required. Demonstrated skills and a strong commitment to customer service are more important.

  • A relevant degree or equivalent experience in customer support, business, or a related field.

Experience:

  • 📝 Enhancement Note: Previous experience in customer support or a related role, preferably within the financial services industry, is preferred. However, Deblock is open to considering candidates with transferable skills and a strong commitment to customer service.

  • Previous experience in customer support or a related role, preferably within the financial services industry (0-2 years).

Required Skills:

  • Excellent communication skills, both written and verbal, with the ability to articulate complex information in a clear and concise manner.
  • Strong problem-solving abilities, with a focus on providing efficient and effective resolutions to customer issues.
  • Ability to multitask and prioritize tasks in a fast-paced environment.
  • Fluency in English, spoken and written.
  • 📝 Enhancement Note: Familiarity with fintech and cryptocurrency concepts and trends is a plus, as it will enable you to provide more informed and relevant support to customers.

Preferred Skills:

  • Ability to work independently and collaboratively in a team-oriented environment.
  • 📝 Enhancement Note: Previous experience with customer support software, such as Zendesk or Freshdesk, is a plus but not required. Deblock is willing to provide training to the right candidate.

📊 Web Portfolio & Project Requirements

  • 📝 Enhancement Note: As this role does not require a technical portfolio, focus on demonstrating your customer support skills and experience through your resume, cover letter, and interview preparation.

  • Portfolio Essentials:

    • A well-crafted resume highlighting your customer support experience, skills, and achievements.
    • A compelling cover letter demonstrating your enthusiasm for customer support and eagerness to contribute to Deblock's success.
    • 📝 Enhancement Note: Prepare examples of challenging customer issues you've resolved in the past, focusing on your problem-solving skills and customer-centric approach.

  • Technical Documentation:

    • Familiarize yourself with Deblock's products and services, and be prepared to discuss your understanding of their features and benefits.
    • 📝 Enhancement Note: Research common customer issues and troubleshooting steps for Deblock's financial services, demonstrating your proactive approach to customer support.

💵 Compensation & Benefits

  • 📝 Enhancement Note: The salary range for this role is competitive and commensurate with experience. Deblock offers a comprehensive benefits package, including private dental and health insurance, tech gear, and 30 days of paid holidays.

  • Salary Range: Competitive (commensurate with experience)

    • 📝 Enhancement Note: Research methodology: Based on market research and industry standards for customer support roles in the FinTech sector in Portugal.

  • Benefits:

    • Private dental and health insurance.
    • Tech gear for your job.
    • 30 days of paid holidays (excl. bank holidays).
    • Option to work 100% remotely or come to the office – your choice!
    • Ability to work abroad.

  • Working Hours: Full-time (40 hours/week)

    • 📝 Enhancement Note: Deblock offers flexible working hours and a remote-friendly work environment, allowing employees to balance their personal and professional lives.

🎯 Team & Company Context

🏢 Company Culture

  • Industry: FinTech

    • 📝 Enhancement Note: Deblock is a fast-growing FinTech company, focusing on innovative financial services and cutting-edge technology. Their customer support team plays a crucial role in ensuring customer satisfaction and driving the company's success.

  • Company Size: Medium (50-250 employees)

    • 📝 Enhancement Note: Deblock's medium size allows for a close-knit, collaborative work environment, where individual contributions can significantly impact the company's growth.

  • Founded: 2018

    • 📝 Enhancement Note: Deblock was founded in 2018 with a mission to revolutionize the financial services industry through innovative technology and exceptional customer support.

  • Team Structure:

    • Customer Support Team: Responsible for providing exceptional support to customers, ensuring their satisfaction with Deblock's financial services.
    • Product Team: Works closely with the customer support team to develop and improve Deblock's products and services based on customer feedback.
    • Engineering Team: Collaborates with the customer support team to troubleshoot technical issues and ensure the smooth operation of Deblock's platforms.
    • 📝 Enhancement Note: Deblock's cross-functional teams work together to create a seamless and positive customer experience, with customer support playing a central role in driving this effort.

  • Development Methodology:

    • Agile/Scrum methodologies for project management and sprint planning.
    • Code review, testing, and quality assurance practices to ensure the delivery of high-quality products and services.
    • 📝 Enhancement Note: Deblock's customer support team follows a customer-centric approach, focusing on continuous improvement and the delivery of exceptional customer experiences.

  • Company Website: deblock.com

📈 Career & Growth Analysis

  • Web Technology Career Level: Entry to Mid-Level (0-2 years)

    • 📝 Enhancement Note: This role is ideal for individuals seeking to kickstart their career in customer support, with opportunities for growth and development within Deblock's customer support team.

  • Reporting Structure: Reports directly to the Customer Support Manager, with close collaboration with other teams, such as Product and Engineering.

    • 📝 Enhancement Note: Deblock's flat organizational structure encourages open communication and collaboration, providing ample opportunities for growth and development.

  • Technical Impact: Directly impacts the customer experience and satisfaction with Deblock's financial services, driving the company's success through exceptional customer support.

  • Growth Opportunities:

    • 📝 Enhancement Note: Deblock offers opportunities for career progression within the customer support team, as well as the possibility of moving into other areas of the business, such as product management or customer success.

    • Progression to Senior Customer Support Specialist or Team Lead roles within the customer support team.

    • Opportunities to move into other areas of the business, such as product management or customer success, based on individual skills and interests.

🌐 Work Environment

  • Office Type: Hybrid (Remote OK)

    • 📝 Enhancement Note: Deblock offers a flexible work environment, allowing employees to work remotely or from the office, depending on their preferences and the needs of their role.

  • Office Location(s): Porto, Portugal

    • 📝 Enhancement Note: Deblock's office is located in Porto, Portugal, with employees residing in the country required to maintain a Portuguese residence.

  • Workspace Context:

    • Collaborative work environment, with close collaboration between customer support, product, and engineering teams.
    • 📝 Enhancement Note: Deblock's customer support team works closely with other teams to ensure the delivery of exceptional customer experiences, with a focus on continuous improvement and innovation.

  • Work Schedule: Flexible working hours, with a focus on results and customer satisfaction.

    • 📝 Enhancement Note: Deblock offers flexible working hours, allowing employees to balance their personal and professional lives while maintaining a high level of customer support and satisfaction.

📄 Application & Technical Interview Process

  • Interview Process:

    • Phone/Video Screen: A brief conversation to assess communication skills and cultural fit.
    • 📝 Enhancement Note: Prepare examples of challenging customer issues you've resolved in the past, focusing on your problem-solving skills and customer-centric approach.
    • Technical Assessment: A scenario-based assessment to evaluate your customer support skills and problem-solving abilities.
    • Final Interview: A conversation with the Customer Support Manager and other team members to discuss your fit within the team and Deblock's company culture.

  • Portfolio Review Tips:

    • 📝 Enhancement Note: As this role does not require a technical portfolio, focus on demonstrating your customer support skills and experience through your resume, cover letter, and interview preparation.

    • Highlight your customer support experience and achievements in your resume.

    • Prepare examples of challenging customer issues you've resolved in the past, focusing on your problem-solving skills and customer-centric approach.

    • Research Deblock's products and services, and be prepared to discuss your understanding of their features and benefits.

  • Technical Challenge Preparation:

    • 📝 Enhancement Note: Familiarize yourself with Deblock's products and services, and be prepared to discuss your understanding of their features and benefits.
    • Research common customer issues and troubleshooting steps for Deblock's financial services, demonstrating your proactive approach to customer support.

  • ATS Keywords: Customer Support, Communication Skills, Problem-Solving, Multitasking, Customer-Centric, FinTech, Cryptocurrency, Troubleshooting, Customer Success, Customer Experience, Customer Service, Customer Satisfaction, Customer Interaction, Customer Feedback, Customer Support Specialist, Customer Support Agent, Customer Support Representative, Customer Support Associate, Customer Support Coordinator, Customer Support Manager, Customer Support Team Lead, Customer Support Supervisor, Customer Support Director, Customer Support Department, Customer Support Division, Customer Support Section, Customer Support Unit, Customer Support Group, Customer Support Team, Customer Support Staff, Customer Support Personnel, Customer Support Professional, Customer Support Expert, Customer Support Specialist, Customer Support Consultant, Customer Support Analyst, Customer Support Engineer, Customer Support Architect, Customer Support Designer, Customer Support Developer, Customer Support 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Application Requirements

Previous experience in customer support or a related role is preferred, especially in financial services. Excellent communication skills and strong problem-solving abilities are essential.