Ads Support Specialist (English Market)

Cross Border Talents; Almada; On-site; EUR 18,000 - 24,000; Full time

Benefits offered by this job

15-day onboarding

40-hour work week

Rotating 24/7 shifts

Job summary

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to deliver premium multi-channel support for advertisers on a global AI platform. You will handle account management, billing queries, and technical issues while guiding customers on platform policies.

Fluency in English is essential, as is the ability to work a 24/7 rotating shift. The onboarding program is comprehensive and designed to accelerate product knowledge and customer satisfaction.

Qualifications

• Fluency in English (written and spoken) is required.
• Ability to troubleshoot complex technical workflows and diagnose issues.
• Strong empathetic communication for high-volume multi-channel support.
• Willingness to work in a 24/7 rotating shift model with schedules released in advance.
• Interest in AI applications and digital advertising trends.

Responsibilities

• Omnichannel customer support via email, chat, and phone on ad accounts and billing.
• Troubleshoot and resolve technical issues affecting ad creation, delivery, and access.
• Educate advertisers on platform policies and self-serve tools.
• Document cases, escalate high-tier issues to product teams, maintain FCR targets.
• Meet QA and CSAT benchmarks through operational excellence.

Skills

English proficiency

Analytical problem-solving

Communication skills

Adaptability to shift work

Tech aptitude

Job description

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.