Customer Support Representative (German)

Twentoo • Lisbon, IA

1d • Onsite

About The Position

The Customer Support Representative will provide product troubleshooting and customer support to German-speaking users in Lisbon, Portugal. The role involves managing cases from start to resolution through email and chat, taking ownership of customer queries, and collaborating with Product Operations, Engineering, and technical experts to resolve issues and educate advertisers on product features and best practices. The representative is expected to maintain customer satisfaction, provide timely updates, meet service-level commitments, and contribute to improvements in service quality and user experience.

This is an on-site, full-time role on a six-month contract. Working hours are on rotating shifts Monday through Sunday, initially between 07:00 and 19:00, with a later transition to 24/7 coverage.

Requirements

• Native or fluent German, verbally and in writing.
• Fluent English at a minimum B2 level.
• Experience in paid campaign management.
• Experience in a contact centre or service environment, ideally in Ad Tech or digital advertising.
• Strong familiarity with social media platforms and a basic understanding of digital advertising.
• Excellent customer service skills.
• Ability to work effectively independently and as part of a team.
• Availability for rotating shifts Monday through Sunday.

Nice To Haves

• A degree in Marketing or a related field.

Responsibilities

• Identify opportunities to improve service quality and the overall user experience.
• Manage and resolve product troubleshooting and customer support cases end to end across email and chat.
• Take ownership of customer queries and collaborate with Product Operations and Engineering to resolve general, technical, and product-related issues.
• Maintain strong customer satisfaction through high-quality case handling and timely updates.
• Meet service-level commitments across channels while improving productivity and resolution times.
• Work with internal technical experts to educate advertisers about product features, best practices, and common issue types.

Benefits

• Competitive salary paid 14 times per year.
• Signing bonus and monthly complexity bonus.
• Daily meal allowance.
• Health insurance.
• Modern city-centre office accessible by public transport.
• Comprehensive initial training and coaching.
• Relocation support for candidates moving from abroad, including a room in a shared apartment for up to 12 months.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed