Ads Support Specialist – AI Platform -Lisbon

Cross Border Talents; Lisboa; In loco; EUR 35.000 - 52.000; Tempo pieno

Descrizione del lavoro

Cross Border Talents in Lisbon is seeking a high-performing Ads Support Specialist to join our team. You will deliver premier support to advertisers across email, chat, and phone, resolving platform and technical inquiries while ensuring a seamless experience.

The role emphasizes troubleshooting, client education, and adherence to QA and CSAT targets in a fast-paced, 24/7 shift environment.

Competenze

• Full professional fluency in English (written and verbal).
• Ability to troubleshoot technical workflows and diagnose complex account issues logically.
• Strong empathetic communication for multi-channel support environments (Email, Chat, Phone).
• Willingness to work in a 24/7 rotating shift model with schedules released in advance.
• Interest in artificial intelligence applications and digital advertising trends.

Mansioni

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

Conoscenze

Language fluency

Analytical thinking

Communication

Adaptability

AI/Tech affinity

Descrizione del lavoro

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.