CX Specialist (French, Italian & English) (Ecommerce)

TL;DR

CX Specialist (Customer Support): Providing customer care for users and partners of a surplus food marketplace with an accent on multilingual communication and brand ambassadorship. Focus on resolving inquiries via email, chat, and phone while inspiring sustainable behavior.

Location: Remote (Must be based in Portugal)

Company

A certified B Corp social impact company operating the world's largest marketplace for surplus food to fight food waste.

What you will do

• Act as the main point of contact for users and partners via email, chat, and phone to provide outstanding service.
• Manage inquiries and reviews across social media platforms including Facebook, App Store, Play Store, and Google Reviews.
• Proactively handle priority situations and communicate customer needs to internal teams globally.
• Implement processes to encourage and empower partners and consumers to adopt a sustainable lifestyle.
• Serve as a brand ambassador, promoting food waste reduction in all customer communications.

Requirements

• Experience in Customer Service or Account Management.
• Full written and verbal proficiency in French, Italian, and English.
• Experience working with CRMs such as Zendesk, Salesforce, Hubspot, or SAP.
• Must be based in Portugal (100% remote within the country).
• Ability to work a fixed schedule from Saturday to Wednesday.

Nice to have

• Previous experience working in a marketplace, a large platform, or the food industry.

Culture & Benefits

• Fully remote work arrangement from anywhere in Portugal.
• Enhanced parental leave and additional days off for significant life events.
• Health insurance and pension plans.
• Inclusive culture with various Employee Resource Groups (PRIDE, Women in the Workplace, etc.).
• Paid volunteer time through the Shareback programme and a monthly free Surprise Bag.

Hiring process

• 30-minute introductory video interview with the Talent Acquisition team.
• 90-minute final panel interview featuring a live customer support simulation and Q&A.