Ads Support Specialist — AI Ad Platform Expert

Cross Border Talents; Lisboa; On-site; EUR 25,000 - 38,000; Full time

Job summary

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to deliver premier omnichannel assistance to advertisers, resolve platform and technical inquiries, and ensure a seamless user experience.

You will handle email, chat and phone support, troubleshoot ad creation and delivery issues, educate clients on policies and self-serve tools, and escalate complex problems to product teams while maintaining high CSAT.

Qualifications

• Full professional fluency in English (written and verbal).
• Demonstrated ability to troubleshoot technical workflows and diagnose multi-layered account issues logically.
• Strong empathetic communication skills for high-volume, multi-channel support (Email, Chat, Phone).
• Flexibility to work within a 24/7 rotating shift model (schedules released 10 days in advance).
• Affinity for AI applications, digital advertising models, and emerging tech trends.

Responsibilities

• Omnichannel Customer Support: Deliver responsive assistance via email, chat and phone for ad account management, billing, campaign delivery and platform features.
• Technical Troubleshooting & Analysis: Investigate and resolve complex technical issues affecting ad creation, delivery performance, policy guidelines, and account access.
• Client Education & Guidance: Provide clear guidance on platform policies, account optimizations, and self-serve tools to prevent recurring issues.
• Case Management & Escalations: Maintain high first-contact resolution (FCR) and escalate high-tier technical challenges to product teams.
• Operational Excellence: Meet and exceed client-defined QA and CSAT benchmarks.

Skills

Fluent English

Analytical problem-solving

Communication skills

Adaptability

Tech aptitude

Job description

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to deliver premier omnichannel assistance to advertisers, resolve platform and technical inquiries, and ensure a seamless user experience.

You will handle email, chat and phone support, troubleshoot ad creation and delivery issues, educate clients on policies and self-serve tools, and escalate complex problems to product teams while maintaining high CSAT.