Spanish-Speaking Travel & Hospitality Support Specialist

Start: every week until december

In this role, you’ll be the first point of contact for a global community of travellers and accommodation partners, providing friendly and efficient assistance across phone, chat, and email. You’ll help resolve customer issues, investigate more complex situations, and ensure users receive accurate and thoughtful support throughout their experience. The position is fully on-site, with candidates able to work from either the Porto office or the Santos office in Lisbon.

Your Role
Provide customer support in Spanish across phone, chat, and email
Act as the first point of contact for customers using an international travel and accommodation platform
Assist users with questions, concerns, and issues related to their experience on the platform
Investigate customer cases using available internal resources and systems
Troubleshoot problems and identify the most appropriate solution for each situation
Handle customer complaints professionally and with a solution-oriented approach
Compose accurate and thoughtful written responses or adapt existing communication templates
Support customers involved in more complex situations and help facilitate solutions between different users when required
Identify cases requiring specialist assistance and escalate them to the appropriate teams
Manage multiple customer cases and priorities simultaneously
Maintain clear and accurate records of customer interactions
Deliver a positive customer experience while meeting quality and service standards