AI Ad Support Specialist — 24/7 Platform Help

Cross Border Talents; Costa da Caparica; On-site; EUR 32,000 - 46,000; Full time

Job summary

Cross Border Talents seeks an Ads Support Specialist to join our Lisbon-based team. You will deliver premier support for advertisers, handling ad account management, billing, and platform features across email, chat, and phone channels.

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

Qualifications

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

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 QA and CSAT benchmarks.

Skills

English

Analytical problem solving

Communication skills

Adaptability

Tech aptitude

Job description

Cross Border Talents seeks an Ads Support Specialist to join our Lisbon-based team. You will deliver premier support for advertisers, handling ad account management, billing, and platform features across email, chat, and phone channels.

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