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Customer Success Agent - Late Shift - (Portuguese Speaker)

At Plum, we're on a mission to maximise wealth for all. We’re making saving money effortless and turning investing into something everyone can do

Our journey began back in 2017, when we became one of the first to use artificial intelligence and automation to simplify personal finance. Fast forward to today, and we've already helped people save £2 billion across 10 European markets.

Named the UK's fastest-growing fintech in the Deloitte Technology Fast 50, our success is down to the passion and dedication of our diverse team. Based in our London, Athens and Nicosia offices, 180+ talented people work together to empower people to do more with their money. And now, the team is growing!

The Role

As part of the Customer Success Team, you'll understand that it's the life and soul of the business: you'll be the voice of the user, ensuring that customer feedback helps the business move in the right direction, and the face of the business - we've set out to ensure customers are put first in the world of finance.

What You Can Imagine Doing

  • Solving problems our users encounter when using the Plum app
  • Communicating with our customers via Customer Success channel and email
  • Helping ensure all user queries are resolved on social media
  • By using insights from customer interactions work with product teams for improvements
  • Reporting potential operational issues to the operations and tech team

About You

  • You want to get hands-on experience in a fast-paced start-up
  • You're a proactive, quick learner, organised and can handle multiple tasks at once
  • You want to help Plum achieve its mission and take care of customers along the way
  • You are tech savvy and enjoy working with new software and technologies
  • You're a confident communicator and can turn a challenging situation around
  • You are proficient in English and Portuguese. Any other European language will be considered a plus.

Plum's Perks

  • We're all in this together! Own part of the company through stock options 💷
  • Annual training budget
  • Private Health & Life Insurance
  • Free Plum Premium subscription (normally €9.99 a month)
  • Free parking slots
  • 25 days holiday a year, excluding public holidays
  • Employee referral scheme up to €4000
  • Flexible approach to remote working, though we encourage at least 2-3 days a week in our beautiful office in central Athens for optimal collaboration
  • 45 days work from anywhere
  • Team breakfast on Tuesdays and team lunch on Thursdays in the office, as well as a plentiful supply of fruit, snacks and coffee
  • 1 day paid leave for volunteering, supporting you giving back to society
  • 2 weeks paid sabbatical after four years of service
  • Team trip to secret destinations once a year ✈️
  • Great office location in the heart of Athens (Syntagma square), with an amazing view!
  • A vibe that’s 🦄🌈💯

If you think this sounds like a bit of you then don’t hesitate to get in touch!

Thanks,

Plum Team 💜

*Plum is an Equal Opportunity Employer. Plum does not discriminate on the basis of age, race, religion, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need.

Average salary estimate

$35000 / YEARLY (est.)
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$30000K
$40000K

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What You Should Know About Customer Success Agent - Late Shift - (Portuguese Speaker), Plum Fintech

At Plum, we’re seeking a passionate Customer Success Agent for the late shift who speaks Portuguese! As part of our growing team, you’ll play a critical role in ensuring our users have the best experience possible with our personal finance app. Imagine being the friendly voice guiding customers and solving problems as they navigate their financial journeys with Plum. You’ll be proactive in resolving inquiries via various channels, including email and social media, and your insights will directly influence our product improvements. If you are someone who thrives in a fast-paced start-up environment, loves technology, and enjoys turning challenges into opportunities, then you might be the perfect fit! You will join a diverse and dedicated team that has already helped people across Europe save £2 billion. Plus, with awesome perks like stock options, flexible remote working, and regular team outings, we aim to foster a culture of collaboration and support. Join us at Plum and help shape the future of personal finance!

Frequently Asked Questions (FAQs) for Customer Success Agent - Late Shift - (Portuguese Speaker) Role at Plum Fintech
What are the main responsibilities of a Customer Success Agent at Plum?

As a Customer Success Agent at Plum, your key responsibilities will include assisting users with queries related to the Plum app, engaging with customers through various communication channels, and relaying customer feedback to optimize our services. You'll be instrumental in ensuring that user interactions lead to valuable insights for our product teams.

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What qualifications are required for the Customer Success Agent position at Plum?

To succeed as a Customer Success Agent at Plum, you should be proficient in both English and Portuguese. A tech-savvy background is essential, and experience in customer service or support roles will give you an advantage. Being organized, quick on your feet, and a strong communicator are crucial traits for this role.

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How does Plum support its Customer Success Agents in their role?

Plum ensures that our Customer Success Agents are well-equipped to excel. We provide an annual training budget, private health and life insurance, and a flexible approach to remote work. Moreover, team breakfast and lunch sessions foster a collaborative atmosphere, enabling agents to thrive and learn from each other.

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What can I expect in terms of career growth as a Customer Success Agent at Plum?

At Plum, we believe in promoting from within. As a Customer Success Agent, you will gain firsthand experience in customer relations, insights into financial technology, and the opportunity to collaborate with product teams. This role can lead to advanced positions within the company, depending on your interests and performance.

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What unique benefits does Plum offer to its Customer Success Agents?

Plum stands out by offering stock options, flexible working hours, and an impressive 45 days to work from anywhere. We also provide a generous holiday policy, volunteer leave, and an annual team trip to a mystery destination, ensuring you have a balanced and enjoyable work-life experience.

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Common Interview Questions for Customer Success Agent - Late Shift - (Portuguese Speaker)
How do you handle difficult customers as a Customer Success Agent?

When handling difficult customers, it's crucial to remain calm and empathetic. Start by actively listening to their concerns and acknowledging their feelings. Reassure them that you are there to help and always aim to provide a solution that meets their needs.

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Can you describe your experience with customer support software?

In your response, mention any specific tools or software you've used, such as CRM systems or help desk solutions. Highlight how you efficiently managed customer interactions, tracked issues, or utilized data to improve service on those platforms.

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What strategies would you use to prioritize tasks during busy periods?

I would categorize tasks based on urgency and impact. I prioritize customer queries that are time-sensitive or involve critical issues. Also, I utilize tools and checklists to stay organized and ensure that no customer feels neglected.

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How do you leverage customer feedback to improve services?

I believe customer feedback is invaluable. I would actively document repeated requests and concerns, then relay this data to the product teams. I propose improvements based on direct user input for features or services that are commonly requested.

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How would you promote the mission of Plum to a potential customer?

I would express Plum's commitment to maximizing wealth and empowering individuals to take control of their financial lives. By sharing our success stories and the innovative technology used, I would instill confidence in our potential customers about the benefits of using our services.

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Tell me about a time you successfully resolved a customer issue.

Provide a specific example showing how you approached the issue, the steps you took to resolve it, and the positive outcome. Detail any customer reaction afterwards to emphasize the success of your resolution.

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Why do you want to work for Plum as a Customer Success Agent?

I am drawn to Plum's mission of making personal finance accessible and user-friendly. I admire Plum's innovative approach using technology to empower customers and would love to play a part in enhancing their experience as a Customer Success Agent.

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How do you ensure clear communication with customers who may not understand technical jargon?

I focus on using simple, straightforward language and provide examples relatable to the customer. I ensure to check in with them to verify their understanding or clarify any doubts they might have.

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What do you think is the most important quality for a Customer Success Agent?

Empathy is key. It enables a Customer Success Agent to understand and address customer concerns effectively. Paired with strong problem-solving skills, this quality can turn a potentially negative experience into a positive one.

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How do you stay updated with the latest trends in customer service?

I routinely read industry blogs, participate in webinars, and network with other professionals in the customer service field. Staying current helps me hone my skills and explore new strategies to enhance customer satisfaction.

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Affordable health insurance and benefits for companies that care. Plum is backed by Sequoia Capital & Tiger Global.

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Full-time, hybrid
DATE POSTED
January 9, 2025

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