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

Cross Border Talents; Odivelas; On-site; EUR 26,000 - 36,000; Full time

Job summary

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to deliver premier support to advertisers, resolve ad account, billing and platform feature inquiries, and ensure a seamless user experience across channels.

You will work in a high-volume, multi-channel environment, requiring full professional English, analytical problem-solving, and strong communication. Onboarding includes a 15-day paid training, and a 40-hour work week with eight-hour shifts and a one-hour break.

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 fluency

Analytical problem-solving

Communication skills

Adaptability

Tech aptitude in AI

Job description

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to deliver premier support to advertisers, resolve ad account, billing and platform feature inquiries, and ensure a seamless user experience across channels.

You will work in a high-volume, multi-channel environment, requiring full professional English, analytical problem-solving, and strong communication. Onboarding includes a 15-day paid training, and a 40-hour work week with eight-hour shifts and a one-hour break.