Customer Support Specialist Porto

Customer Support Specialist
Porto
Porto, Porto District, Portugal

1 month ago Be among the first 25 applicants

This range is provided by Rovo Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Job Summary

As a Customer Support Specialist you'll be the voice of our brands across email, phone, and social media, ensuring every customer interaction reflects our values of care, quality, and responsiveness. Your work will be essential in maintaining trust, driving satisfaction, and fueling continuous improvement across the customer journey.

Customer Communication

• Act as the first point of contact for Index and Assembly customers via email, phone, and Instagram DMs.
• Deliver timely and clear responses that reflect our brand voice and
  - first mindset.
• Support both B2C (Index) and B2B/custom merchandise (Assembly) customers with a high level of professionalism and empathy.
• Manage a range of customer inquiries related to orders, returns, exchanges, shipping, product information, and account access.
  
  

• Accurately log all customer interactions in Hub
  Spot, ensuring clear handoffs and visibility across teams.
• Maintain internal knowledge bases and contribute to improving support documentation where needed
• Identify recurring pain points or feedback patterns and flag key insights to the Customer Experience and Operations teams.
  

• Work closely with Operations, Marketing, and Product teams to ensure a seamless,
  -
  - end customer experience.
• Maintain
  -
  - date knowledge of our products, processes, and policies so you can speak confidently and accurately.
  

Must-Have

• Fluency in English – both written and spoken.
• 1+ years of experience in a
  - facing or support role.
• Comfortable using Hub
  Spot or similar CRM/helpdesk platforms.
• Strong active listening and
  - solving skills.
• Comfortable managing multiple support channels simultaneously while maintaining attention to detail.
• Empathy-driven mindset.
  

• Experience responding to customers via Instagram DMs or other social platforms.
• Background in
  - commerce, tech, or a
  - scaling startup environment.
• Bonus: Additional language fluency or experience supporting multilingual customer bases.
• Bonus: understanding of fashion supply chains, B2B Saa
  S, or custom manufacturing.
  

• Health insurance coverage.
• Flexible work schedules that promote
  - life balance.
• 26 vacation days per year.
• A collaborative and supportive work environment that fosters professional growth.
• Modern and
  - equipped office space in a convenient location.

As one of the leading agencies in Portugal, our reputation for excellence is a testament to our philosophy of pushing the boundaries in textile sourcing and production.

Over the years, we have brought our expertise and industry insight to 150+ apparel, fashion, and luxury clients, working exclusively with factories that share our ethos of transparency, quality, and environmental responsibility.

We believe that exceptional products require not only a deep understanding of the industry, but also an unwavering dedication to constant improvement and innovation. That's why we approach every project by leveraging our extensive network of suppliers to explore and adopt new trends in manufacturing, technology, and sustainability.

We are committed to minimising our environmental impact, supporting ethical practices, and promoting positive social change to create a more inspiring future for all.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Retail Apparel and Fashion

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