Dragonpass
Customer Support Agent (English & Portuguese Speaking)
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12 Month FTC
Fluent English and Portuguese (written and spoken) are essential for this role. Applications will only be considered from candidates who are fully fluent in both languages.
Location: Altrincham, Greater Manchester
Hybrid: 3 days per week in the office
Join Dragonpass at a Defining Growth Moment
Dragonpass is one of the world's leading travel and lifestyle platforms, connecting over 40 million members across more than 130 countries with premium travel and lifestyle experiences.
As we continue to expand globally, we're looking for a Customer Support Agent to join our growing team in Altrincham. This is an exciting opportunity to support customers across international markets, helping deliver exceptional service and ensuring our members receive a seamless experience when using Dragonpass products and services.
If you're passionate about helping customers, solving problems and working in a fast-paced international environment, we'd love to hear from you.
The Opportunity
As a Customer Support Agent, you'll be the first point of contact for customers, handling a wide range of enquiries and providing support across multiple communication channels.
Working closely with colleagues across Customer Success, Operations, Product and Technology teams, you'll play a key role in delivering an outstanding customer experience while helping customers get the most from our products and services.
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A significant proportion of the customers you'll support are Portuguese-speaking, making fluency in both English and Portuguese essential.
What You'll Be Doing
- Respond to customer enquiries via email, phone, chat and other communication channels
- Provide professional, friendly and efficient support in both English and Portuguese
- Investigate and resolve customer issues, escalating where appropriate
- Support customers with account, membership and service-related enquiries
- Maintain accurate records of customer interactions and resolutions
- Work closely with internal teams to ensure timely resolution of customer issues
- Identify recurring issues and share feedback to help improve products and processes
- Meet service level targets and quality standards
- Contribute to a positive, customer-focused team environment
- Continuously develop your knowledge of Dragonpass products, services and partner network
Experience Required
- Fluent English and Portuguese, both written and spoken
- Previous experience in a Customer Support, Customer Service, Contact Centre, Helpdesk or similar customer-facing role
- Excellent verbal and written communication skills
- Strong problem-solving skills and attention to detail
- Ability to manage multiple tasks and priorities effectively
- Comfortable using CRM systems, support platforms and Microsoft Office
- Positive, professional and customer-focused approach
- Ability to work both independently and collaboratively within a team
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Experience within travel, hospitality, loyalty, fintech, payments, technology or membership-based businesses would be advantageous but is not essential.
What We're Looking For
- Passionate about delivering excellent customer service
- Strong communicator with the ability to build rapport quickly
- Patient, empathetic and solution-oriented
- Highly organised with strong attention to detail
- Positive and adaptable mindset
- Able to remain calm and professional when handling challenging situations
- Eager to learn and develop new skills
- Collaborative team player who enjoys working in a fast-paced environment
Why Join Dragonpass?
- Be part of a global business serving millions of members worldwide
- Work with international customers and colleagues
- Collaborative and supportive team culture
- Opportunities for professional development and career progression
- Exposure to innovative travel, lifestyle and technology solutions
- Chance to make a real impact within a rapidly growing international organisation
At Dragonpass, we're committed to creating an inclusive workplace where everyone feels valued, respected and empowered to succeed. We welcome applications from people of all backgrounds, experiences and perspectives, and believe diversity helps us build better products, stronger partnerships and a more successful business.
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