(Junior) Customer Care Specialist

Location: Portugal  (Remote)

Team: Live Operations Team 

Type: Full-Time Shift Work 

OneFootball is the world’s #1 digital football platform, with more than 100 million active users across  the world. Founded in 2008, we have come a long way to provide our users with the best  personalised digital football experience. Our purpose is to disrupt the status quo and make football accessible and enjoyable — including video channels from leading football broadcasters such as Sky Sports, DAZN, and Globo. 

We are looking for a Customer Care Specialist to join us and shape the future of how we communicate with our users and be the customer's voice internally.  

Your Role: 

- Support live streaming events and matches as they happen — working on a rotating shift pattern (including evenings and weekends)

- Respond to customer queries with empathy and accuracy using our support tools

- To communicate in multiple languages supporting multiple platforms including Web, App and Connect TV. 

- Help identify and report common user issues and feedback to the wider teams

- Live Monitoring and observation of games and supporting technical teams with key feedback  and sharing live user feedback 

- Contribute to internal documentation and improve help articles based on user insights

Your Profile: 

- Strong communicator and with a customer first mindset

- Good English language skills - spoken and written. 

- You’re comfortable using tools like Zendesk, or willing to learn quickly

- You enjoy problem-solving and are happy working in a fast-paced, live event environment

- You’re a team player, excited to learn and grow in a dynamic company

- You’re available for shift-based work, including weekends

Nice to have: 

- Additional language skill- spoken and written, especially Italian, French, Portuguese, and/or Spanish. 

- A basic understanding of data or interest in learning to read support trends and reports

- A passion for football
What's included in the Transfer Package? 

● We’re living in a Hybrid working environment (onsite & remote) that enables us to take care of  your individual needs to create your best possible work environment 

● 600 EUR yearly personal training & learning budget 

Why Join Us?

At OneFootball Portugal, we embrace a remote-first approach, allowing you to work from anywhere while staying connected with your team.

• 🌴 Vacation Days: 25 days
• 🎉 Anniversary Days: 1 extra day each calendar year (up to 5)
• 🎂 Birthday Day off: even if your birthday falls on a non-working day, you can enjoy the extra day off
• 🌟 Personal Days: 5 "OneFootball days" to use when life happens, no questions asked!
• 🏥 Private Healthcare for you & your family 
• 🍽 Daily Meal Allowance - because great work needs great food!
• 💰€50 gross Monthly Allowance to support your work-from-home setup
• 📚 Learning & Development Budget: €600 per year (after probation) to support your career growth
• 🧠 Mental Health Support via OpenUp - because your well-being comes first
• 💻 Company-Issued MacBook to power your success!
• 🌍 Remote Work Abroad: Up to 63 days per year working from another EU country and up to 6 weeks outside of the EU

No matter where you are, OneFootball is committed to providing a workplace that values flexibility, balance, and personal growth. Join us today! 🏆

At OneFootball, we value the insights and ideas that stem from having a diverse team. We believe everyone should have the opportunity to be a part of the beautiful game irrespective of gender, race, ethnicity, nationality, age, background, sexual orientation, religion, team followed, or other personal traits. Whether you're a dedicated 24/7 football fan or not, we actively seek to recruit and support a diverse team to ensure our platform, football, and the wider world are viewed through an inclusive lens.