Ads Support Specialist – AI Platform

Cross Border Talents; Mafra; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to join a global AI-driven advertising platform. You will deliver first-rate assistance across email, chat, and phone, helping advertisers manage accounts, billing, and feature usage.

You will investigate technical issues, educate clients on policies and best practices, and escalate complex problems to specialized teams. A customer-centric mindset and comfort with rotating shifts are essential.

Formación

• Full professional fluency in English (written and spoken).
• Ability to troubleshoot complex technical workflows logically.
• Strong empathetic communication for high-volume support.
• Willingness to work a 24/7 rotating shift (schedules released in advance).
• Interest in AI and digital advertising technologies.

Responsabilidades

• Provide omnichannel support via email, chat, and phone on ad accounts, billing, and platform features.
• Investigate and resolve technical issues affecting ad creation, delivery, and access.
• Educate advertisers on platform policies and self-serve tools.
• Document cases and escalate critical issues to product teams.
• Maintain high QA and CSAT by following processes and metrics.

Conocimientos

English fluency

Analytical problem-solving

Communication skills

Adaptability (24/7 shift)

Tech aptitude & AI/digital ads

Multi-channel support

Customer empathy

Herramientas

CRM Software

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.