Ads Support Specialist – Operations Customer Expert (English Market)

Cross Border Talents; Coimbra; Presencial; EUR 18 000 - 28 000; Tempo integral

Resumo da oferta

Cross Border Talents is seeking an Ads Support Specialist in Lisbon to deliver top-tier support for advertising on our platform. You will troubleshoot, resolve issues, and guide users through policies and platform tools across email, chat, and phone channels.

The role requires strong communication, problem-solving, and the ability to work in a fast-paced, 24/7 rotating shift environment. Training will cover software tools and client product knowledge to ensure outstanding service.

Qualificações

• Fluency in English (written and spoken).
• Strong troubleshooting and analytical problem-solving skills.
• Excellent communication and customer care capabilities across digital channels (Chat, Email, Phone).

Responsabilidades

• Provide reactive support to users via email, chat, and phone for ads, ad accounts, payments, access, and platform functionality.
• Identify and troubleshoot technical issues affecting ad creation, delivery, or billing; ensure timely resolutions.
• Educate users on advertising policies, requirements, and platform guidelines to help them resolve issues independently.
• Efficiently manage customer cases to achieve high first-contact resolution and escalate complex issues with proper documentation.
• Meet quality standards and deliver high-quality service that exceeds user expectations.

Conhecimentos

Fluency in English

Troubleshooting

Customer communication

Descrição da oferta de emprego

About the Role

We are seeking a dedicated and client-oriented Ads Support Specialist to join our team in Lisbon. In this role, you will be part of a team helping users successfully manage their advertising experience on the platform of a leading global American AI research and deployment organization. You will deliver top-tier support services across multiple communication channels, focusing on troubleshooting, issue resolution, and delivering an outstanding customer experience.

Key Responsibilities

• Customer Support: Provide reactive support to users by investigating and resolving inquiries regarding advertisements, ad accounts, payments, account access, and platform functionality via email, chat, and phone.
• Technical Troubleshooting: Identify and troubleshoot technical issues affecting ad creation, publication, delivery, billing, or account performance, ensuring timely and accurate resolutions.
• Guidance & Education: Assist users in understanding advertising policies, account requirements, and platform guidelines, helping them navigate tools and resolve issues independently.
• Escalation & Case Management: Efficiently manage customer cases to achieve high first-contact resolution rates and elevate complex technical issues to specialized teams with proper documentation.
• Quality & Satisfaction: Consistently meet quality standards and deliver high-quality service that exceeds user expectations.

Work Schedule & Training

• Work Schedule: 40 hours per week, 8-hour daily shifts with 1-hour lunch break. The project operates 24/7 with rotating shift schedules provided 10 days in advance.
• Comprehensive Training Program: Includes a 15-working-day intensive training program (8 hours/day) covering software tools, client product knowledge, customer management, and on-the-job practical application.

What We Are Looking For

• Fluency in English (written and spoken).
• Strong troubleshooting and analytical problem-solving skills.
• Excellent communication and customer care capabilities across digital channels (Chat, Email, Phone).
• Ability to work in a fast-paced environment with 24/7 rotating shifts.
• Interest in artificial intelligence technologies and digital advertising platforms.