Customer Support Assistant, BR Market

• 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

• 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

• 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