Ads Support Specialist (English Market)

Cross Border Talents; Castelo; On-site; EUR 30,000 - 42,000; Full time

Benefits offered by this job

Paid onboarding (15 days)

40-hour work week

Job summary

Cross Border Talents is seeking a highly performing Ads Support Specialist to join our team in Lisbon. You will deliver premier support for advertisers, resolving platform and technical inquiries while maintaining high satisfaction across digital channels.

Requirements include full professional English fluency, strong problem-solving and communication skills, and the ability to work a 24/7 rotating shift. On-site in Lisbon, with a comprehensive onboarding program and a structured 40-hour work

Qualifications

• Full professional fluency in English (written and verbal).
• Ability to troubleshoot technical workflows and diagnose multi-layered account issues.
• Strong empathetic communication skills for high-volume, multi-channel support environments.
• Flexibility to work within a 24/7 rotating shift model (schedules released 10 days in advance).
• Affinity for AI applications, digital advertising models and emerging tech trends.

Responsibilities

• Omnichannel Customer Support: provide email, chat and phone assistance on ad account management, billing and platform features.
• Technical Troubleshooting & Analysis: investigate and resolve complex issues affecting ad creation, delivery and access.
• Client Education & Guidance: explain platform policies and optimizations to advertisers.
• Case Management & Escalations: document and escalate high-tier issues to product teams while maintaining high FCR.
• Operational Excellence: meet and exceed QA and CSAT benchmarks.

Skills

English fluency

Analytical thinking

Communication skills

Adaptability

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.