AI Ads Support Specialist — 24/7 Multi-Channel (Lisbon)

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

Job summary

Cross Border Talents in Lisbon seeks a high-performing Ads Support Specialist to deliver premier advertiser support across email, chat and phone, resolve platform and technical inquiries, and ensure seamless experiences within our global AI ecosystem.

You will undergo a fully paid 15-day onboarding training, work a standardized 40-hour week with 8-hour shifts, and participate in a 24/7 rotating schedule. Fluency in English and strong communication are essential to success.

Qualifications

• Full professional fluency in English (written and verbal).
• Ability to troubleshoot technical workflows and diagnose account issues logically.
• Strong empathetic communication for high-volume, multi-channel support (Email, Chat, Phone).
• Flexibility to work within a 24/7 rotating shift model (schedules released 10 days in advance).
• Interest in AI applications and digital advertising 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

Language fluency

Analytical thinking

Communication

Adaptability

Tech aptitude

Job description

Cross Border Talents in Lisbon seeks a high-performing Ads Support Specialist to deliver premier advertiser support across email, chat and phone, resolve platform and technical inquiries, and ensure seamless experiences within our global AI ecosystem.

You will undergo a fully paid 15-day onboarding training, work a standardized 40-hour week with 8-hour shifts, and participate in a 24/7 rotating schedule. Fluency in English and strong communication are essential to success.