Customer Success Specialist
Local: Lisboa
Are you looking for your first professional experience? Are you looking for something different? Would you like to work in a social, ambitious and chaotic startup making a difference? SPEAK is social tech startup that connects migrants, refugees and locals through a language and culture exchange program and events - helping them feel integrated in the city where they moved to. It breaks barriers, promotes multilingualism, equality and democratizes language learning. We’re looking for someone to help us shape the future of SPEAK.  
Job description - what you will get to do:
  • Manage SPEAK courses in Portugal, including creation of courses and allocation of buddies;
  • Reply to all enquiries from customers in an expedient manner;
  • Ensure customer issues are resolved with an expedient manner; 
  • Establish best practices through the entire support process;
  • Provide customer feedback to the management team;
  • Identify opportunities to decrease manual support by improving our content and online product;
  • Discover and analyse gaps in the customer experience that may lead to customer attrition and work cross-functionally with others to address such gaps;
  • Find opportunities to increase customer retention;
  • Supervise and manage the Portuguese language learning experience of refugees in Portugal;
  • Maintain a reporting/performance tool containing detailed information about the language learning progress of each participant (number of hours, language learning offer and progress).
Main requirements - you should:
This is a great opportunity for you to jump-start your career. You were born for helping other people and love to solve problems! You have good communication and persuasion skills or you want to develop those skills. You are  eloquent, well-spoken and convincing. You’re results-oriented, positive, energetic and self-disciplined. You’re smart and ambitious. You do what needs to be done but always try to get the best out of every situation - you know that it takes hard work, dedication and persistence to reach your goals!
  • Have a bachelor’s degree or higher;
  • Have a “hands on” approach and good problem solving skills;
  • Ability to communicate with customers verbally and per email;
  • Create empathy with customers and shows comprehension and availability for future interaction;
  • Be fluent in English and Portuguese (Italian, German, Spanish or French are a plus);
  • Be self-driven, self-motivated and able to work independently in a fast-paced environment with multiple responsibilities and deadlines;
  • Be technically savvy and intellectually curious about new technologies and how they work;
  • Be passionate about the three social S’s: social entrepreneurship, social innovation and social impact;
  • Have a good sense of humor - and we are not even joking. 
What else do you need to know?
  • This is an entry-level role based in Lisbon;
  • You will report to our COO;
  • You must be available to work 40 hours a week.
To apply for this position, send us an email to careers@speak.social with your CV, title, location of position and also a short video (maximum 2 min long) letting us know who you are, why are you applying for this position and why you want to be part of SPEAK.
Benefits & Perks
Personal development plan and financial support for your training: you might want to progress with your career in SPEAK or in any other organisation, either way we will help you define your career plan and grow the skills you need so that you can achieve your career goals.
Treat yourself: monthly budget to treat yourself and energise (Gym membership, Yoga classes, Meditation or Nutritionist).
Have fun:
Fun team events;
Paid vacation day on your birthday;
Wear-whatever-makes-you-feel-comfortable dress code;
Paid days off as performance bonus.
Flexible schedule and ability to work remote: we have seen that we improve our performance when we work together. Also, it helps building relationships, trust, and respecting the contributions of a hard-working team which is key.  However, sometimes if you could work remotely the quality of your life would increase quite a bit so that's totally OK.
Learn languages, cultures and more about the world: Free access to SPEAK experience - learn languages, cultures and more about the world.
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