Ads Support Specialist – AI Platform

Cross Border Talents; Cascais; Presencial; EUR 32.000 - 52.000; Jornada completa

Descripción de la vacante

Cross Border Talents in Lisbon seeks an Ads Support Specialist to join a dedicated team. You will deliver premier support to advertisers, resolving account, billing, and platform issues across email, chat, and phone channels.

The role emphasizes high-quality service, issue resolution, and educating customers on policies and self-serve tools. A 24/7 rotating shift may apply, with full onboarding and training provided.

Formación

• Fluent in English (written and spoken).
• Proven ability to troubleshoot complex workflows and diagnose multi-layered issues.
• Strong communication skills for high-volume, multi-channel support.

Responsabilidades

• Provide omnichannel support via email, chat, and phone for ad accounts, billing, and platform features.
• Troubleshoot and resolve technical issues affecting ad creation, delivery, and access.
• Educate advertisers on platform policies and best practices to optimize accounts.
• Manage cases and escalations, aiming for high first-contact resolution and documentation.
• Meet QA and CSAT targets through consistent, high-quality service.

Conocimientos

English fluency

Analytical problem-solving

Communication skills

Adaptability

Tech aptitude

Descripción del empleo

Role Summary

• We are looking for a high-performing and customer-centric Ads Support Specialist to join our dedicated team in Lisbon. In this role, you will represent a leading global American AI research and deployment organization, delivering premier support services to users across digital channels. You will be instrumental in ensuring seamless advertiser experiences, resolving platform and technical inquiries, and maintaining high satisfaction standards across the platform ecosystem.

Key Responsibilities

• Omnichannel Customer Support: Deliver responsive, high-quality assistance via email, chat, and phone regarding 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: Empower advertisers by providing clear guidance on platform policies, account optimizations, and self-serve tools to prevent recurring issues.
• Case Management & Escalations: Maintain high first-contact resolution (FCR) rates while effectively documenting and escalating high-tier technical challenges to specialized product teams.
• Operational Excellence: Consistently meet and exceed client-defined Quality Assurance (QA) and Customer Satisfaction (CSAT) benchmarks.

Candidate Qualifications

• Language Proficiency: Full professional fluency in English (written and verbal).
• Analytical Problem-Solving: Demonstrated ability to troubleshoot technical workflows and diagnose multi-layered account issues logically.
• Communication Skills: Strong empathetic communication skills suited for high-volume, multi-channel support environments (Email, Chat, Phone).
• Adaptability: Flexibility to work within a 24/7 rotating shift model (schedules released 10 days in advance).
• Tech Aptitude: Strong affinity for artificial intelligence applications, digital advertising models, and emerging tech trends.

Onboarding & Operational Framework

• Comprehensive Onboarding: Includes a fully paid, 15-day intensive training program (8 hours/day) covering software infrastructure, product line specifics, and practical scenario simulations.
• Schedule Structure: Standardized 40-hour work week (8-hour daily shifts + 1-hour meal break) managed under a transparent shift planning system.