In collaboration with a leading Outsourcing/BPO consultancy, we are excited to offer a unique opportunity for a Czech-speaking Trust & Safety Investigator to join a dynamic team in Lisbon. You will play a critical role in supporting a major technology company that specializes in mobility services, including vehicle and scooter rentals, car sharing, and food delivery. If you’re passionate about safety, enjoy problem-solving, and are ready for an engaging challenge, this role is for you!
Location: Lisbon, Portugal
Employment Type: Full-time
Schedule: Rotating weekly schedule – 8-hour shifts with breaks, 5 days per week (Monday to Sunday, 24/7)
Remuneration: Base salary

What You’ll Do:

As a Trust & Safety Investigator, you’ll be the first line of defense in ensuring safety and compliance across the platform. Your responsibilities will include:

• Review Escalated Cases: Assess and investigate potential policy violations or safety concerns raised by customers and drivers.
• Customer Interaction: Handle inquiries via phone, helpdesk, and live chat, providing support and empathy, especially during critical safety cases.
• Outbound Investigations: Conduct outbound calls to gather additional information and verify complaints from both riders and drivers.
• Resolve Issues with Care: Address customer complaints, provide solutions, and follow up to ensure complete resolution while maintaining a high level of customer service.
• Deep Knowledge of Services: Stay informed about the company’s services to proactively provide suggestions and efficient support.
• Policy-Based Decisions: Analyze cases and make decisions based on established guidelines and policies.
• Confidentiality Compliance: Safeguard customer information by adhering to corporate confidentiality policies.

What You Bring:

• Language Skills: Native-level fluency in Czech (C1-C2) and strong English proficiency (B2), both oral and written.
• Problem-Solving Mindset: Ability to make sound decisions based on policies and adapt to dynamic situations.
• Customer Focused: A passion for helping others and providing empathetic, effective support.
• Resilience: Ability to handle stressful situations with composure, especially in sensitive or urgent cases.
• Team-Oriented: Comfortable working in a structured, team-focused environment.

What’s in It for You:

• Paid Time Off: Enjoy 22 days of holiday per year.
• Health Coverage: Private health insurance to keep you covered.
• Relocation Support: Assistance with flight costs, a room in Lisbon, and experienced support for relocating colleagues.
• Training & Development: Receive compensated training (50% of the rate during the 15-day onboarding period) and access to free Portuguese classes.
• Travel Perks: Yearly flight home sponsored by the company.
• Temporary to Permanent Contract: Start with a 12-month contract and the opportunity for a permanent role after 2 years.
• Fun & Recreation: Enjoy activities like water sports, soft trekking, and more in a creative and positive team atmosphere.

Take the next step in your career while enjoying the vibrant lifestyle of Lisbon. If you’re ready to join a forward-thinking team that values safety and customer satisfaction, apply today!