Customer Support Specialist

About us

Auto Europe is a car rental broker in the middle of a big change: we're turning a traditional booking business into a tech-forward platform. We use AI and automation to give customers faster, smarter help, so our people can focus on the moments that genuinely need a human.

The role

You'll look after our customers in North America and Australia, covering their day while Lisbon sleeps. Whether they're collecting a car in Toronto or chasing a delayed pick-up in Sydney, you're the person they reach — over the phone and through our ticketing system — and you fix it properly, first time.

What you'll do

• Deliver exceptional support by phone and through our ticketing system

• Own enquiries from first contact to resolution: bookings, changes, cancellations, pick-up issues, payments and refunds

• Take a proactive approach — spot problems early, follow up before customers chase, and fix the root cause where you can

• Work alongside our AI and automation tools, stepping in where a human makes the difference

• Liaise with travel agencies, affiliate partners and rental suppliers to resolve live issues out of hours

• Escalate urgent cases calmly and to the right people

• Leave clear notes and handovers so the day team can pick up without missing a beat

• Share feedback on recurring issues to help improve our processes, automations and customer experience

How we'll measure success

You'll work to clear KPIs, with regular performance reviews and feedback. We'll look at:

• Customer satisfaction (CSAT) on calls and tickets

• First response time and SLA adherence

• First contact resolution rate

• Average resolution time

• Quality scores from call and ticket reviews

• Backlog and handover quality at the end of each shift

• Schedule adherence

What you'll bring

• Fluent English, spoken and written

• Experience in customer support, ideally in a contact centre or service desk

• Ideally, experience dealing with travel agencies, affiliate partners and rental suppliers

• A track record of hitting performance targets such as customer satisfaction, response and resolution times

• Confidence on the phone and comfort managing a ticket queue

• A proactive, solutions-first mindset: you fix things rather than pass them on

• Calm under pressure, even with a stranded customer on the line

• Strong organisation and the ability to juggle several cases at once

• Comfort with technology and curiosity about AI and automation

• Willing to work shifts between 22:00 and 07:00, including weekends

Nice to have

• Additional languages

• Hands-on experience with helpdesk tools (e.g. Zendesk) or AI tools in a support setting

What we offer

• Competitive salary

• 25% night shift allowance on top of your salary

• Private health coverage

• Transport pass

• Meal allowance