AI Ads Support Specialist - 24/7 Multichannel

Cross Border Talents; Estoril; On-site; EUR 35,000 - 52,000; Full time

Job summary

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to deliver high-quality omnichannel assistance to advertisers, resolve platform and technical inquiries, and ensure a smooth user experience.

You will handle multi-channel support (email, chat, phone), guidance on policies, and collaborate with product teams to escalate complex issues while maintaining strong QA and CSAT benchmarks.

Qualifications

• Language proficiency: Full professional fluency in English (written and verbal).
• Analytical problem-solving to troubleshoot technical workflows and diagnose account issues.
• Strong empathetic communication skills for high-volume, multi-channel support.
• Flexibility to work a 24/7 rotating shift model.
• Affinity for AI applications and digital advertising trends.

Responsibilities

• Omnichannel Customer Support: responsive assistance via email, chat, and phone for ad account management, billing, and platform features.
• Technical Troubleshooting & Analysis: investigate and resolve complex issues affecting ad creation, delivery, policies, and access.
• Client Education & Guidance: provide clear guidance on platform policies and self-serve tools.
• Case Management & Escalations: maintain high FCR and escalate high-tier issues to product teams.
• Operational Excellence: meet and exceed QA and CSAT benchmarks.

Skills

Fluent English

Analytical problem-solving

Communication skills

Adaptability

Tech aptitude

Job description

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to deliver high-quality omnichannel assistance to advertisers, resolve platform and technical inquiries, and ensure a smooth user experience.

You will handle multi-channel support (email, chat, phone), guidance on policies, and collaborate with product teams to escalate complex issues while maintaining strong QA and CSAT benchmarks.