Bilingual Customer Support Agent (English/Portuguese)

About the role

We are looking for a bilingual Customer Support Agent to join Dragonpass in Altrincham. You will be the first point of contact for English‑ and Portuguese‑speaking members, helping them with enquiries across email, phone and chat while ensuring a seamless experience with our travel and lifestyle platform.

Key responsibilities

• Respond to customer enquiries via email, phone, chat and other channels in both English and Portuguese.
• Investigate and resolve issues, escalating when necessary.
• Provide support for account, membership and service‑related questions.
• Maintain accurate records of interactions and resolutions.
• Collaborate with Customer Success, Operations, Product and Technology teams to ensure timely issue resolution.
• Identify recurring problems and share feedback to improve products and processes.
• Meet service level targets and quality standards.

Required profile

• Fluent in written and spoken English and Portuguese.
• Previous experience in customer support, contact centre or helpdesk environments.
• Strong verbal and written communication skills.
• Excellent problem‑solving abilities and attention to detail.
• Ability to manage multiple tasks and priorities.
• Positive, professional and customer‑focused attitude.

Required skills

• Experience with CRM systems.
• Familiarity with support platforms.
• Proficiency in Microsoft Office.