Ads Support Specialist – AI Platform (English Market)-Lisbon

Cross Border Talents; Lisboa; Presencial; EUR 32 000 - 48 000; Tempo integral

Resumo da oferta

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to represent a leading global AI research organization, delivering premier support to advertisers across channels.

You will handle ad account management, billing inquiries, and platform features, while resolving complex technical issues and guiding clients on policies and optimizations. A 40-hour work week with rotating shifts is expected.

Qualificações

• Fluent in English (written and verbal).
• Able to troubleshoot technical workflows and diagnose account issues logically.
• Strong empathetic communication for multi-channel support.
• Willingness to work in a 24/7 rotating shift model with advance schedules.
• Interest in AI applications and digital advertising trends.

Responsabilidades

• Omnichannel Customer Support: provide responsive assistance via email, chat, and phone for ad accounts, billing, campaigns, and features.
• Technical Troubleshooting & Analysis: investigate and resolve complex issues affecting ad creation, delivery, policy guidance, and access.
• Client Education & Guidance: guide advertisers on platform policies, optimizations, and self-serve tools to prevent recurring issues.
• Case Management & Escalations: maintain high first-contact resolution and escalate high-tier issues to product teams.
• Operational Excellence: meet and exceed QA and CSAT benchmarks for clients.

Conhecimentos

Fluent English

Analytical problem-solving

Communication skills

Adaptability

Tech aptitude

Descrição da oferta de emprego

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.