Customer Support Specialist (Portuguese Market)

🚀 Customer Specialist (Portugese Market) | Mapit IoT

Full-time, 100% Remote - Based in Portugal

A few years ago at Mapit IoT, we started with a clear idea:
that every rider could stay connected to their motorcycle in a simple, smart, and safe way through our devices.
Today, that idea already connects thousands of users… and we’re ready to go much further. 🌍 We are growing in Spain and Portugal.

🎯 About the Role

• Become an expert in our products and services, acting as the first point of contact for our clients in Portugal and Spain.

• Respond to and resolve customer inquiries via email, chat, and phone.
  Troubleshoot Tier 1 and Tier 2 technical issues: device connectivity, app configuration, firmware updates, and hardware vs software diagnostics.

• Manage tickets and incidents in CRM systems (e.g., Zendesk, HubSpot).
  Coordinate with the internal Tech team to resolve complex cases.

• Identify opportunities and propose improvements in support processes.

• Prepare reports on feedback and satisfaction metrics (CSAT, NPS…).

• Collaborate in the creation and maintenance of the knowledge base or FAQs.
  

💡 What We’re Looking For

You are highly autonomous, organized, and proactive, with exceptional communication skills that allow you to anticipate problems and offer solutions to improve the customer experience.

Additionally:

• Ideally 3+ years of experience in technical customer support (T1/T2) in SaaS, IoT, or connected hardware products, or equivalent transferable experience.

• Experience in the tech industry and startups is highly valued.

• Experience in B2C customer retention.

• HubSpot experience is a plus.

Technical Skills:

• Technical aptitude: ability to diagnose and resolve T1/T2 issues (device connectivity, app configuration, firmware updates, hardware vs software troubleshooting) and explain solutions clearly to non-technical users.

• Experience managing CRM platforms (HubSpot).

• Technical aptitude: ability to understand and explain technical concepts to clients and other internal stakeholders.

• Familiarity with ticketing tools and systems.

• Curiosity and ability to troubleshoot complex customer inquiries.

Languages:

• Native Portuguese and fluent in Spanish (mandatory)

• Fluent English.

Soft Skills:

• High level of self-organization and productivity.

• Clear communication, teamwork, and customer orientation

• Excellent written and verbal communication skills.

• Time management and prioritization skills.

• Ability to work effectively with multiple teams in a remote, international, and multilingual environment.

• Ability to handle multiple tasks across different platforms and communication channels.
  

💼 What We Offer

• Competitive salary, depending on experience.

• International projects with real impact and professional development opportunities.

• Flexible schedule with Friday afternoons off.

• 100% remote from Portugal, preferably based in Madeira.

🔍 Our Selection Process

At Mapit IoT, we believe an interview is not an exam, but a conversation to see if we are a mutual fit. We want you to get to know how we work and give you the chance to ask questions as well.

1️⃣ First Interview – People: An initial chat in Spanish to understand your experience and motivations, and to tell you more about Mapit IoT.

2️⃣ Second Interview – Head of Marketing & CS: A deeper conversation focused on the role, exploring your skills and how you tackle real project challenges.

3️⃣ Background Check & References: Before the offer, we validate information and speak with references to get to know you better.

4️⃣ Offer: If everything aligns, we’ll send you our proposal to join the team.