Customer Support Assistant, BR Market
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Job Description
Customer Support Assistant supporting Brazilian patients through WhatsApp, email, and phone. Helping Nutrium improve access to personalized nutrition and patient retention.
Responsibilities:
- Reply to patient messages on WhatsApp and email about appointments, the app, and nutrition journeys
- Reach out to patients who have paused or stopped their journey and help motivate them to continue
- Manage multiple conversations while maintaining short response times and an empathetic, consistent, professional tone
- Make occasional phone calls when needed
- Support patients with app access issues, appointment booking and rescheduling, and route clinical questions to the appropriate dietitian
- Log and report recurring questions, app bugs, booking difficulties, and other conversation patterns to improve products and processes
Requirements:
- Available to work from 2pm to 11pm (Lisbon time)
- 2+ years of experience in customer support, ideally through written channels (chat, WhatsApp, email)
- Write clearly, warmly and accurately, adapting tone to each person and situation
- Handle a high volume of simultaneous conversations while maintaining quality and attention to detail
- Comfortable picking up the phone when needed
- Handle sensitive conversations with empathy and emotional intelligence
- Organised and reliable when handling repetitive tasks
- Care about improving the patient experience in a health-related context
- Speak and write Brazilian Portuguese at a native level (mandatory)
- Intermediate level of English
- Live and have the legal right to work in Portugal
- AI-native mindset and enthusiasm for intelligent tools
Benefits:
- A flexible work model and hours
- 27 days of annual leave
- Unlimited nutritional appointments (via Nutrium Care)
- Unlimited psychology sessions
- Health insurance
- Meal allowance: 10,46€ per working day
- Professional development budget
- Snacks and good coffee in the offices
- Team activities, social events, and annual offsite
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