AI Ad Support Specialist — Multi-Channel, 24/7

Cross Border Talents; Odivelas; On-site; EUR 40,000 - 55,000; Full time

Job summary

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to deliver premium omnichannel support to advertisers, handling ad account management, billing inquiries, and platform features with a customer-centric approach.

You will troubleshoot complex issues, guide clients on policies and self-serve tools, document cases clearly, and collaborate with product teams to improve advertiser experiences, while working a 40-hour week in a rotating shift.

Qualifications

• Language proficiency: Full professional fluency in English (written and verbal).
• Analytical problem-solving: Ability to troubleshoot technical workflows and diagnose account issues logically.
• Communication: Strong empathetic communication for high-volume multi-channel support (Email, Chat, Phone).
• Adaptability: Willingness to work a 24/7 rotating shift model (schedules released 10 days in advance).
• Tech aptitude: Interest in AI applications and digital advertising trends.

Responsibilities

• Omnichannel customer support via email, chat, and phone for ad account management, billing, and platform features.
• Technical troubleshooting and analysis of ad creation, delivery issues, policy guidelines, and account access.
• Educate clients on platform policies, account optimizations, and self-serve tools.
• Case management and escalations with focus on high first-contact resolution.
• Maintain QA and CSAT benchmarks through consistent operational excellence.

Skills

English fluency

Analytical thinking

Communication skills

Adaptability

Tech aptitude

Job description

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to deliver premium omnichannel support to advertisers, handling ad account management, billing inquiries, and platform features with a customer-centric approach.

You will troubleshoot complex issues, guide clients on policies and self-serve tools, document cases clearly, and collaborate with product teams to improve advertiser experiences, while working a 40-hour week in a rotating shift.