Customer Support Specialist

Permanent employee, Full-time · Porto

22,400 - 27,000 € per year

Job Summary

As a Customer Support Specialist you'll be the voice of our brands across email, phone, and social media, ensuring every customer interaction reflects our values of care, quality, and responsiveness. Your work will be essential in maintaining trust, driving satisfaction, and fueling continuous improvement across the customer journey.

Key Responsabilities

Customer Communication

Act as the first point of contact for Index and Assembly customers via email, phone, and Instagram DMs.
Deliver timely and clear responses that reflect our brand voice and customer-first mindset.
Support both B2C (Index) and B2B/custom merchandise (Assembly) customers with a high level of professionalism and empathy.
Manage a range of customer inquiries related to orders, returns, exchanges, shipping, product information, and account access.

Internal Documentantion & Processes

Accurately log all customer interactions in HubSpot, ensuring clear handoffs and visibility across teams.
Maintain internal knowledge bases and contribute to improving support documentation where needed
Identify recurring pain points or feedback patterns and flag key insights to the Customer Experience and Operations teams.

Cross-Functional Collaboration

Work closely with Operations, Marketing, and Product teams to ensure a seamless, end-to-end customer experience.
Maintain up-to-date knowledge of our products, processes, and policies so you can speak confidently and accurately.

Preferred Qualifications (Must-have/Nice-to-have)

Must-Have

Fluency in English – both written and spoken.
1+ years of experience in a customer-facing or support role.
Comfortable using HubSpot or similar CRM/helpdesk platforms.
Strong active listening and problem-solving skills.
Comfortable managing multiple support channels simultaneously while maintaining attention to detail.
Empathy-driven mindset.

Nice-to-Have

Experience responding to customers via Instagram DMs or other social platforms.
Background in e-commerce, tech, or a fast-scaling startup environment.
Bonus: Additional language fluency or experience supporting multilingual customer bases.
Bonus: understanding of fashion supply chains, B2B SaaS, or custom manufacturing.

Benefits & Working Conditions

Health insurance coverage.
Flexible work schedules that promote work-life balance.
26 vacation days per year.
A collaborative and supportive work environment that fosters professional growth.
Modern and well-equipped office space in a convenient location.

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About us

As one of the leading agencies in Portugal, our reputation for excellence is a testament to our philosophy of pushing the boundaries in textile sourcing and production.

Over the years, we have brought our expertise and industry insight to 150+ apparel, fashion, and luxury clients, working exclusively with factories that share our ethos of transparency, quality, and environmental responsibility.

We believe that exceptional products require not only a deep understanding of the industry, but also an unwavering dedication to constant improvement and innovation. That's why we approach every project by leveraging our extensive network of suppliers to explore and adopt new trends in manufacturing, technology, and sustainability.

We are committed to minimising our environmental impact, supporting ethical practices, and promoting positive social change to create a more inspiring future for all.

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Thank you for your interest in ROVO. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to r.soares@ronzinovonoswald.com