Ads Support Specialist (English Market)

Cross Border Talents; Sintra; On-site; EUR 28,000 - 36,000; Full time

Job summary

Cross Border Talents is seeking an Ads Support Specialist to join our Lisbon team. You will deliver premier support to advertisers across email, chat and phone, handling ad accounts, billing, and platform features.

You will troubleshoot complex technical issues, guide clients on policies and optimizations, and escalate higher-tier problems to product teams while maintaining high CSAT and QA standards.

Qualifications

• Full professional fluency in English (written and verbal).
• Demonstrated ability to troubleshoot technical workflows and diagnose account issues.
• Strong empathetic communication for multi-channel support.

Responsibilities

• Provide omnichannel support (email, chat, phone) for ad accounts, billing, campaigns and platform features.
• Investigate and resolve technical issues affecting ad creation, delivery, policy adherence and access.
• Educate advertisers on platform policies, optimizations, and self-serve tools.
• Maintain high first-contact resolution and document escalations to product teams.
• Help meet QA and CSAT targets through consistent service excellence.

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.