Ads Support Specialist (English Market)

Cross Border Talents; Cascais; On-site; EUR 26,000 - 34,000; Full time

Benefits offered by this job

Paid 15-day training

40-hour work week

English-speaking environment

Job summary

Cross Border Talents in Lisbon seeks a high-performing Ads Support Specialist to deliver premier multi-channel support to advertisers, resolving platform and technical inquiries while ensuring a smooth user experience.

You will participate in a fully paid 15-day onboarding and work a 40-hour week with rotating shifts, engaging with AI-driven advertising solutions to optimize campaign performance.

Qualifications

• Full professional fluency in English (written and spoken).
• Experience in omnichannel customer support (Email/Chat/Phone).
• Ability to troubleshoot complex technical workflows logically.
• Willingness to work a 24/7 rotating shift schedule.

Responsibilities

• Omnichannel customer support via email, chat, and phone for ads-related issues.
• Technical troubleshooting of ad creation, delivery, and account access problems.
• Educate advertisers on policies, optimizations, and self-serve tools.
• Maintain high FCR and document/escalate complex technical challenges.
• Meet QA and CSAT targets through consistent operational excellence.

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.