Title: Customer Care Specialist (Portuguese Market) Location: Barcelona Job Description: Join our Movement and Champion Restaurant Culture! At TheFork we believe that the best things in life happen around the table. As the leading restaurant booking platform in Europe, we connect the broadest community of loyal diners with the world’s favorite restaurants. Powered by innovation and a deep passion for the restaurant industry, we create unique dining experiences across 11 countries. We’re part of the Tripadvisor Group and proud to be building a diverse, people-first culture where “respect”, “ownership”, “growth” and “better together” values thrive. If you’re passionate about food, technology, and making a real impact, your seat at the table is ready. What you will do: - Answer incoming requests via phone, email and chat. - Assist our customers on questions about our electronic reservation book, our website or app. - Put yourself in the customer’s shoes and provide the most suitable answer or solution according to their specific needs. Who you are: - Based in Barcelona. - Native level of Portuguese and fluent in English. Speaking more languages are always welcome! - An open minded person with a high level of communication skills. - Care about customer needs and always try to make their experience unique and satisfactory. - Knowledge in CRM tools. - Experienced in a customer support environment. What we offer: An awesome team A permanent contract (that can be useful in life) Flexible working environment (2 days home office per week + up to 4 total weeks additional flexibility during the summer period and in December to work fully remotely) Competitive fixed salary and bonus Lunch vouchers available for each working day (because yes, we like to try our best restaurants) International teams and a multicultural environment spanning 10 offices across Europe Highly inclusive working environment Lifestyle benefits that can be used to reimburse expenses related to physical and leisure activities, family support, travel etc Continuous learning and development programs Free access to the Calm app to help you build resilience wherever you are in your mental health journey Dedicated parental leave and caregiver leave policies (12 weeks fully paid) A program dedicated to helping you have the best work/life balance Health insurance fully covered by the company Life & Disability Insurance at no cost to the employee Amazing offices with dining, a coffee point on each floor, and leisure area Team building events All hiring happens through our careers site and official email. We do not text or ask for payment during the hiring process. Please report any suspicious messages immediately. We believe that we are better together, and we welcome you for who you are. We endeavor to ensure that everyone - regardless of ability, age, socio-economic & cultural background, ethnicity, faith, gender, gender expression, gender identity, ideology, national origin, race, sexual orientation, marital status, or any characteristic protected under applicable law -has the opportunity to reach their full potential. At TheFork, we want you to bring us your unique perspectives and experiences, so we can collectively continue disrupting the restaurant industry and go from good to great. TheFork is committed to a fair recruitment process. If you have special needs and require reasonable support during your application, interview, or participation in the selection process due to health conditions or disability, please direct your inquiries t. Our HR team will review the request and respond accordingly.

• You provide our customers with first-class support via Zendesk, ensuring every interaction is friendly, professional and solution-oriented • You assist our customers with questions about orders, deliveries, products, returns and refunds • You take ownership of customer inquiries and handle them efficiently with the goal of achieving high customer satisfaction • You document customer contacts carefully and ensure a high level of service quality • You work with modern AI-powered tools to deliver efficient, high-quality customer service • You collaborate closely with cross-functional teams such as Logistics, Operations, Supply Chain and Quality Management to create the best possible customer experience • You work closely with your Customer Support team and contribute to the continuous improvement of our processes and working methods • As you gain experience, you take on additional responsibilities and contribute, among other things, to the development of our Help Center and other Customer Support projects

• You deliver exceptional customer support via Zendesk, ensuring every interaction is friendly, professional, and solution-oriented • You support customers with questions related to orders, deliveries, products, returns, and refunds • You take ownership of customer enquiries and resolve them efficiently while maintaining a high level of customer satisfaction • You accurately document customer interactions and ensure excellent service quality • You work with modern AI-powered tools to help deliver efficient, high-quality customer support • You collaborate with cross-functional teams, including Logistics, Operations, Supply Chain, and Quality Management, to ensure the best possible customer experience • You work closely with your Customer Support teammates to continuously improve processes and ways of working • You contribute to Help Centre content and Customer Support improvement projects as you grow in the role

• Providing ticket-based support to Affiliates and Partners across NMI's suite of products and services • Working with third parties and acquirers to ensure that customer solutions are compliant and working as intended • Supporting internal colleagues with general queries relating to our products • Updating and creating internal documentation where necessary • Contributing to internal projects that help improve the customer experience