Customer Support Consultant (Portuguese & Spanish Speaker)

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    "raw": "Lisbon, 1950-277, Portugal",
    "city": "Lisbon",
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  "inferred_at": "2026-06-01T12:18:12.334Z",
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  "remote_policy": "hybrid",
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  "workplace_type": "hybrid",
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    "id": "200",
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    "location": {
      "city": "Lisbon",
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    },
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    "locationType": "2",
    "jobOpeningName": "Customer Support Consultant (Portuguese & Spanish Speaker)",
    "departmentLabel": "Customer Support",
    "employmentStatusLabel": "Perm Full-Time"
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    "location": {
      "city": "Lisbon",
      "state": null,
      "postalCode": "1950-277",
      "addressCountry": "Portugal"
    },
    "datePosted": "2026-04-30",
    "atsLocation": {
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    "description": "<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\">Title:</span> Customer Support Consultant</span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\">Department:</span> Customer Service</span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\">Location:</span> Lisbon</span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\">Contract Type:</span> Permanent</span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\">Language Requirements:</span> <span style=\"font-weight: 300\">Fluent in Portuguese &amp; Spanish</span></span></span></span></p>\n<p><br><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">RoomRaccoon</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>RoomRaccoon is a fast-growing hospitality SaaS company building one powerful platform for independent hoteliers on an international scale. We help hotels run smarter, sell better, and stay in control, from bookings and payments to revenue and automation, all in one system.</span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>We move fast, think independently, and build technology that gives hotels a real competitive edge. Our team is global, ambitious, and hands-on. We value ownership, momentum, and people who want to make an impact while beating yesterday, together. If you like building meaningful software with smart people, you’ll fit right in. 🦝</span></span></span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Your North Star</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: 300\">Our mission is to deliver high-quality support that ensures seamless, positive experiences for our clients. Through clear communication, empathy, and effective troubleshooting, we foster satisfaction and long-term loyalty.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: 300\">As a Customer Care Consultant, your focus is to quickly identify and resolve issues while demonstrating patience and understanding. Working as part of a global team, you will be the trusted voice for our Portuguese and Spanish clients, ensuring their needs are met with care and professionalism. Together, we create meaningful connections that drive client success and retention.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt\">Our Customer Support Consultant is responsible for providing fast &amp; accurate customer support to our hoteliers. Your day to day responsibilities include (but are not limited to):</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Customer Support</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Support hoteliers by providing professional, personalised responses to their queries on all contact channels.</span></li>\n<li><span style=\"font-size: 10pt\">Deliver world-class customer experience by listening to hoteliers and being responsive to their needs, as well as going the extra mile to pre-empt future needs</span></li>\n<li><span style=\"font-size: 10pt\">Assess queries and, where necessary, escalate to internal teams via pre-defined processes and channels and follow up to ensure resolution</span></li>\n<li><span style=\"font-size: 10pt\">Meet daily &amp; weekly engagement metrics with a goal to achieve set targets for customer satisfaction and retention</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Retention and Service Recovery</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Acknowledge hotelier dissatisfaction and demonstrate extreme care when engaging with them, with a goal to retain dissatisfied customers and turn them into promoters</span></li>\n<li><span style=\"font-size: 10pt\">Retain hoteliers by understanding the situations and behaviours that indicate they want to stop using RoomRaccoon and work with internal teams to prioritise resolving their issues</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Adherence and Improvement</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Manage and maintain your own productivity, attendance, and adherence to work schedule in line with customer support hours</span></li>\n<li><span style=\"font-size: 10pt\">Adhere to all RoomRaccoon Standard Operating Procedures</span></li>\n<li><span style=\"font-size: 10pt\">Occasionally assisting in creating video &amp; written content to teach our hoteliers in all possible topics so they can use RoomRaccoon in the most self-sufficient way</span></li>\n<li><span style=\"font-size: 10pt\">Share best practices with your peers with a goal to improve the performance and productivity of your team</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">How to be successful as the Customer Support Consultant </span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Problem Solving </span></li>\n<li><span style=\"font-size: 10pt\">Customer focused </span></li>\n<li><span style=\"font-size: 10pt\">Customer focused </span></li>\n<li><span style=\"font-size: 10pt\">Active Listening</span></li>\n<li><span style=\"font-size: 10pt\">Empathy Resilience </span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Required Skills &amp; Experience</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Has 3+ years experience in a service-oriented, technical or customer support role</span></li>\n<li><span style=\"font-size: 10pt\">Hotel (front-desk/reservations) / and or hospitality experience (advantageous)</span></li>\n<li><span style=\"font-size: 10pt\">Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally</span></li>\n<li><span style=\"font-size: 10pt\">Technical proficiency in working on different systems (training will be provided)</span></li>\n<li><span style=\"font-size: 10pt\">Excellent command of <span> <span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: 300\">Portuguese &amp; Spanish and </span></span></span></span></span></span><span style=\"font-size: 10pt\">English la</span><span style=\"font-size: 10pt\">nguage, verbal and written communication skills and demonstrated proficiency in telephonic engagement </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Nice-to-Have</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Beneficial Skills Hotel (front desk/reservations) / and or hospitality experience</span></li>\n<li><span style=\"font-size: 10pt\">Experience working in a scale-up environment</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span style=\"font-weight: bold\"><span>Why Join RoomRaccoon?</span></span></span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Be part of a high-growth, global hospitality tech company that’s reshaping how hotels operate.</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Work with a dynamic, supportive team who values initiative, autonomy, and creativity.</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Opportunity to grow into senior roles as we scale across markets and expand our product suite.</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Regular team events, international exposure, and access to cutting-edge hospitality software.</span></span></span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span style=\"font-weight: bold\"><span>Perks:</span></span></span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Mac environment</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Performance bonuses </span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Employee Equity Scheme</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Annual training budget</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Annual Hotel experience </span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Birthday leave</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Long service leave and bonuses</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Quarterly team building budgets &amp; office massages</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Friday lunches on us</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Global Mobility</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Hybrid model</span></span></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span style=\"font-weight: bold\"><br></span></span></span><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span style=\"font-weight: bold\"><span>Our Core Values as defined by our Raccoons: </span></span></span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\"><span>Accountability:</span></span></span></span><span><span><span> owning decisions, follow-through and outcomes, from start to finish without blaming others when things go wrong. Showing up, owning your impact and standing tall. Progress starts with you. </span></span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\"><span>Beat Yesterday:</span></span></span></span><span><span><span> when learning leads to real change. Making time to reflect, improve systems and prevent the same issues from recurring. </span></span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\"><span>Clock Speed: </span></span></span></span><span><span><span>choosing progress today over procrastination tomorrow. Moving fast with clarity, alignment and quality. </span></span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\"><span>Deal's a Deal: </span></span></span></span><span><span><span>setting clear expectations, delivering on promises and being reliable for our customers and your teammates. </span></span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\"><span>Empower Another: </span></span></span></span><span><span><span>share knowledge, celebrate wins, and help others succeed. Every time you enable a teammate, you strengthen RoomRaccoon and our customers. </span></span></span></span></li>\n</ul>\n<p><span><span><br></span></span><br></p>",
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    "jobOpeningName": "Customer Support Consultant (Portuguese & Spanish Speaker)",
    "departmentLabel": "Customer Support",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Entry-level",
    "jobOpeningShareUrl": "https://roomraccoon.bamboohr.com/careers/200",
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