AI Ads Support Specialist — 24/7 Multichannel Help

Cross Border Talents; Mafra; Presencial; EUR 24.000 - 34.000; Jornada completa

Descripción de la vacante

Cross Border Talents in Lisbon is seeking a high-performing Ads Support Specialist to join our team. You will deliver premier support to advertisers across email, chat, and phone, ensuring seamless experiences.

You will resolve platform and technical inquiries, guide users through policies and self-serve tools, and maintain high CSAT while managing cases and escalations in a fast-paced environment.

Formación

• Language Proficiency: Full professional fluency in English (written and verbal).
• Analytical Problem-Solving: Troubleshoot technical workflows and diagnose multi-layered account issues logically.
• Communication Skills: Strong empathetic communication for high-volume multi-channel support (Email, Chat, Phone).
• Adaptability: 24/7 rotating shift model (schedules released 10 days in advance).
• Tech Aptitude: Interest in AI applications, digital advertising models and emerging tech trends.

Responsabilidades

• Omnichannel Customer Support: Assist via email, chat and phone for ad accounts, billing, campaign delivery and features.
• Technical Troubleshooting & Analysis: Resolve complex issues affecting ad creation, delivery, policies and access.
• Client Education & Guidance: Explain platform policies and best practices, and promote self-serve tools.
• Case Management & Escalations: Maintain high first-contact resolution and escalate to product teams when needed.
• Operational Excellence: Meet QA and CSAT targets and maintain service quality.

Conocimientos

Fluent English

Analytical problem-solving

Communication skills

Adaptability

Tech aptitude

Descripción del empleo

Cross Border Talents in Lisbon is seeking a high-performing Ads Support Specialist to join our team. You will deliver premier support to advertisers across email, chat, and phone, ensuring seamless experiences.

You will resolve platform and technical inquiries, guide users through policies and self-serve tools, and maintain high CSAT while managing cases and escalations in a fast-paced environment.