Ads Support Specialist (English Market)

Cross Border Talents; Mafra; On-site; EUR 24,000 - 34,000; Full time

Job summary

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, ensuring seamless experiences.

You will resolve platform and technical inquiries, guide users through policies and self-serve tools, and maintain high CSAT while managing cases and escalations in a fast-paced environment.

Qualifications

• Language Proficiency: Full professional fluency in English (written and verbal).
• Analytical Problem-Solving: Troubleshoot technical workflows and diagnose multi-layered account issues logically.
• Communication Skills: Strong empathetic communication for high-volume multi-channel support (Email, Chat, Phone).
• Adaptability: 24/7 rotating shift model (schedules released 10 days in advance).
• Tech Aptitude: Interest in AI applications, digital advertising models and emerging tech trends.

Responsibilities

• Omnichannel Customer Support: Assist via email, chat and phone for ad accounts, billing, campaign delivery and features.
• Technical Troubleshooting & Analysis: Resolve complex issues affecting ad creation, delivery, policies and access.
• Client Education & Guidance: Explain platform policies and best practices, and promote self-serve tools.
• Case Management & Escalations: Maintain high first-contact resolution and escalate to product teams when needed.
• Operational Excellence: Meet QA and CSAT targets and maintain service quality.

Skills

Fluent English

Analytical problem-solving

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.