Customer Care Associate

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Care Associate based in Portugal.

This role is at the center of the customer experience, ensuring users receive fast, accurate, and empathetic support across a global, fully remote environment. You will handle customer inquiries through email and live chat, helping users navigate products, resolve issues, and get the most value from the platform. Working within a fast-paced, async-first culture, you will collaborate closely with cross-functional teams including Customer Success, Operations, and Product. Your work will directly influence customer satisfaction, retention, and trust in the platform. This position is ideal for someone who enjoys problem-solving, communicating clearly, and advocating for users in a dynamic tech environment. You will be part of a global team spread across multiple continents, contributing to a mission-driven organization shaping the future of work.

• Provide timely and high-quality support to customers via email and live chat across multiple product areas and user types.
• Resolve customer tickets efficiently while maintaining strong attention to detail and empathy in all interactions.
• Manage and prioritize a high volume of support requests while meeting defined service level agreements (SLAs).
• Collaborate with Customer Success, Sales, and cross-functional operational teams to ensure seamless customer experiences.
• Act as the voice of the customer by gathering feedback and escalating recurring issues or product gaps.
• Maintain knowledge of platform features and updates to provide accurate guidance and troubleshooting.
• Contribute to improving internal processes and customer support workflows.
• Ensure every interaction reflects a strong commitment to customer advocacy and satisfaction.

Requirements

• 1–3 years of experience in Customer Support, Customer Care, or Customer Enablement roles within a tech or SaaS environment.
• Hands-on experience using live chat and email support channels in a high-volume support setting.
• Familiarity with CRM or ticketing systems for managing customer interactions and workflows.
• Strong communication skills in English, both written and spoken, with the ability to communicate clearly and empathetically.
• Proven ability to multitask and manage competing priorities across multiple customer cases.
• Strong problem-solving mindset with the ability to navigate ambiguous or complex customer issues.
• Collaborative attitude with experience working across multiple internal teams and stakeholders.
• Interest in modern digital products, web technologies, or SaaS platforms.
• Experience in remote or fast-growing organizations is considered a plus.
• Exposure to HR, payroll, or benefits-related systems is an advantage.

Benefits

• Annual salary of approximately $1,000 – $3,000 USD, depending on experience and location.
• Fully remote work environment with flexibility to work from anywhere.
• Flexible working hours in an asynchronous-first culture.
• Stock options as part of a long-term incentive program.
• Learning and development budget to support professional growth.
• Home office and equipment support to set up an effective remote workspace.
• Mental health and well-being support services.
• 16 weeks of paid parental leave.
• Flexible paid time off to support work-life balance.
• Budget for coworking spaces and local team gatherings.
• Opportunity to work in a globally distributed, diverse, and innovation-driven environment.