French-speaking Customer Support Agent - Lisbon, Portugal w/ Relocation

📍 Job Overview

• Job Title: French-speaking Customer Support Agent - Lisbon, Portugal w/ Relocation
• Company: AetherCore
• Location: Lisbon, Portugal
• Job Type: On-site
• Category: Customer Support
• Date Posted: June 24, 2025
• Experience Level: Entry to Mid-level (0-2 years)
• Remote Status: On-site

🚀 Role Summary

• Provide excellent customer service and support to French-speaking customers
• Troubleshoot and resolve general and technical issues via phone, email, or chat
• Maintain high customer service standards with empathy and attention to detail
• Collaborate with the team to ensure customer satisfaction and improve support processes
• 📝 Enhancement Note: This role requires strong communication skills, cultural awareness, and the ability to work effectively in a multicultural environment.

💻 Primary Responsibilities

• Respond to customer inquiries via phone, email, or chat in French and English
• Troubleshoot and resolve general and technical issues, such as video uploads, account issues, and bug troubleshooting
• Document all actions taken and escalate complex issues to the appropriate team members
• Maintain high customer service standards by actively listening to customers, understanding their needs, and providing timely and accurate solutions
• 📝 Enhancement Note: This role may require working in shifts to cover different time zones and provide 24/7 customer support.

🎓 Skills & Qualifications

Education: Bachelor's degree or equivalent experience in a relevant field (e.g., customer service, hospitality, or a related discipline)

Experience: Senior or Junior level, with experience in customer support preferred but not required

Required Skills:

• Native proficiency in French (C2 level)
• B2 level in English
• Strong communication skills in both languages
• Proactive attitude and team player mindset
• Excellent time management and organizational skills
• Empathy and patience when dealing with customers
• Basic proficiency in Google products (Gmail, Chrome, Google Drive)
• 📝 Enhancement Note: Familiarity with CRM software and ticketing systems is a plus.

Preferred Skills:

• Previous experience in customer support or a related field
• Knowledge of the company's products or services
• Familiarity with remote work and multicultural teams

📊 Web Portfolio & Project Requirements

• Portfolio Essentials: Not applicable for this role
• Technical Documentation: Not applicable for this role

💵 Compensation & Benefits

Salary Range: €18,000 - €25,000 per year (gross), depending on experience and qualifications. This estimate is based on market research for customer support roles in Lisbon, Portugal.

Benefits:

• Relocation package, including flight reimbursement, temporary accommodation, and assistance with finding permanent housing
• Competitive salary and performance-based bonuses
• Health insurance and wellness program
• Training and development opportunities, including language courses and workshops
• 📝 Enhancement Note: The salary range and benefits package may vary depending on the candidate's experience, skills, and qualifications.

🎯 Team & Company Context

🏢 Company Culture

Industry: AetherCore is a global technology company specializing in video streaming and content delivery services.

Company Size: Medium-sized company with a team of around 150 employees

Founded: 2015

Team Structure:

• Customer Support Team (10 members)
• Technical Support Team (5 members)
• Sales & Marketing Team (15 members)
• Product & Development Team (60 members)
• Management & Executive Team (20 members)

Development Methodology:

• Agile/Scrum methodologies for product development and customer support processes
• Regular team meetings and one-on-ones to foster collaboration and communication
• 📝 Enhancement Note: AetherCore values a dynamic and multicultural work environment, with a strong emphasis on teamwork and continuous learning.

📈 Career & Growth Analysis

Customer Support Agent Career Level: Entry to Mid-level. This role offers opportunities for professional development and growth within the customer support team and across other departments.

Reporting Structure: This role reports directly to the Customer Support Manager.

Technical Impact: The Customer Support Agent plays a crucial role in ensuring customer satisfaction and maintaining the company's reputation by providing excellent customer service and support.

Growth Opportunities:

• Progression to Senior Customer Support Agent or Team Lead roles
• Transition to other departments, such as Sales, Marketing, or Product Management, based on skills and interests
• 📝 Enhancement Note: AetherCore encourages internal mobility and offers training and development opportunities to support career growth.

🌐 Work Environment

Office Type: Modern, open-plan office with collaborative workspaces and dedicated quiet areas

Office Location(s): Lisbon, Portugal

Workspace Context:

• Collaborative work environment with regular team meetings and cross-functional projects
• Access to the latest technology and tools to support customer support processes
• 📝 Enhancement Note: AetherCore's Lisbon office is located in the vibrant Marvila district, with easy access to public transportation and nearby amenities.

Work Schedule: Full-time, 40 hours per week, with shifts to cover different time zones and provide 24/7 customer support. The work schedule may vary depending on business needs and team availability.

📄 Application & Technical Interview Process

Interview Process:

1. Online application review and initial screening
2. Phone or video call interview to assess language skills and cultural fit
3. In-depth interview with the Customer Support Manager to discuss experience, skills, and career goals
4. Final interview with the Head of Customer Support to discuss the role and company culture
5. 📝 Enhancement Note: The interview process may include a practical exercise or case study to evaluate problem-solving skills and customer support abilities.

Portfolio Review Tips: Not applicable for this role

Technical Challenge Preparation: Not applicable for this role

ATS Keywords: Customer Support, French Proficiency, English Proficiency, Communication Skills, Proactive Attitude, Team Player, Time Management, Empathy, Troubleshooting, Google Products Proficiency, CRM Software, Ticketing Systems

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

• Zendesk (ticketing system)
• Freshdesk (helpdesk software)
• 📝 Enhancement Note: Familiarity with these tools is a plus, but not required. Training will be provided as needed.

Communication Tools:

• Slack (team communication)
• Google Workspace (collaboration and productivity suite)

👥 Team Culture & Values

Customer Support Values:

• Customer-centric approach
• Empathy and active listening
• Proactive problem-solving
• Continuous learning and improvement
• 📝 Enhancement Note: AetherCore values a customer-focused and solutions-driven approach to customer support.

Collaboration Style:

• Cross-functional collaboration with other departments, such as Sales, Marketing, and Product Management
• Regular team meetings and one-on-ones to foster communication and collaboration
• Knowledge sharing and mentoring opportunities

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling complex customer issues and escalations
• Managing high volumes of customer inquiries during peak periods
• 📝 Enhancement Note: This role requires strong problem-solving skills and the ability to remain calm under pressure.

Learning & Development Opportunities:

• Language courses and workshops to improve French and English skills
• Training and development opportunities to expand knowledge of the company's products and services
• 📝 Enhancement Note: AetherCore encourages continuous learning and offers regular training and development opportunities to support career growth.

💡 Interview Preparation

Technical Questions:

• Describe a time when you had to handle a difficult customer and how you resolved the issue
• How do you prioritize your workload when facing multiple customer inquiries simultaneously?
• 📝 Enhancement Note: Interview questions will focus on assessing language skills, customer support experience, and cultural fit.

Company & Culture Questions:

• Why are you interested in this role and working for AetherCore?
• How do you stay organized and manage your time effectively?
• 📝 Enhancement Note: Interview questions will also assess the candidate's understanding of the company's products, services, and customer support processes.

Portfolio Presentation Strategy: Not applicable for this role

📌 Application Steps

To apply for this French-speaking Customer Support Agent position:

1. Submit your application through the provided link
2. Prepare for the phone or video call interview by practicing your language skills and researching the company's products and services
3. Review the job description and be ready to discuss your experience, skills, and career goals
4. 📝 Enhancement Note: Make sure to research the company's culture and values to ensure a good fit and demonstrate your enthusiasm for the role during the interview process.