Customer Service Executive

Potentiam is a rapidly growing global offshore solutions provider, connecting skilled technical professionals with leading UK and European companies ✨

With established offices in South Africa, Romania, and India, and our newest location in Brazil 🇧🇷, we continue to expand our global footprint to help businesses scale effectively and sustainably.

Our mission is simple but powerful:

Build high-performing offshore teams

Create clear career development and growth opportunities for our people

Potentiam takes care of HR, payroll, infrastructure, and staff development, while our clients focus on leading their teams day to day and providing role-specific training.

With ambitious plans to grow to 500+ team members globally in the next 3–4 years, Potentiam offers a fast-paced, exciting environment where people, purpose, and performance truly come together 🚀

About the Client

Our client is transforming the way businesses make decisions using cutting-edge AI technology 🤖 . Their mission? To help organisations make smarter, faster, data-driven decisions that truly matter.

They believe innovation thrives in a diverse and inclusive environment, where different backgrounds, perspectives, and ideas come together to create something extraordinary .

Industry: Artificial Intelligence | Data Analytics | SaaS

The Role: What You’ll Be Doing

As a Customer Service Executive, you’ll be the vital link between the company and its customers. You’ll work closely with some of the largest and most complex clients, helping them get maximum value from a powerful AI-driven platform.

This role blends customer service, technical problem-solving, and relationship management — perfect for someone who loves helping people and working with technology 🚀.

You’ll support clients, configure solutions, deliver training, and proactively spot opportunities to improve their experience.

✨ Respond to customer queries via chat, email, and phone

• Login & access issues
• News article & publication analysis
• Data set analysis

✨ Build strong, long-term relationships with key clients

✨ Deliver engaging onboarding and product training sessions

✨ Manage complex client projects with internal teams (Sales, Product, Customer Success, Implementation)

✨ Continuously improve support processes and documentation

✨ Represent the voice of the customer in product discussions

✨ Maintain and update the Help Centre

✨ Mentor and support junior team members when needed

Skills & Experience

Skills & Experience (Read Carefully )

• Excellent English is a MUST (C2 level for non-native speakers) 🇬🇧⭐
• 3+ years in a client-facing or technical support role
• Experience working with large enterprise clients
• Strong problem-solving and technical skills
• Ability to explain technical concepts clearly to non-technical users
• Comfortable working independently and in a team
• Experience with CRM & project tools (Salesforce, Jira, Trello)
• Bonus: Knowledge of social media platforms & APIs

⏰ Must be willing to work US hours:

• 13:00–22:00 Lisbon time (weekdays)

What’s In It for You?

• Fully remote during Summer & Winter blocks
• Unlimited holiday
• Employee share options
• Health insurance

10:00–19:00 | Monday to Friday

DISCLAIMER:

The personal information you provide in connection with the submission of your job application or otherwise as part of a recruitment process is used and stored for use only in the execution of a recruitment process and in connection with a possible recruitment.

Our contact person for questions regarding processing of personal data in connection with HR activities is Chantal Endemann, who can be contacted on email at [email protected]. The disclosure of your personal information to any third parties is in accordance with written agreements with the parties concerned that comply with the applicable rules, including confidentiality requirements and deletion of information after the recruitment process ends as per our data storage

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