AI Ads Support Specialist — Elevate Ad Performance

Cross Border Talents; Castelo; On-site; EUR 32,000 - 46,000; Full time

Job summary

Cross Border Talents in Lisbon is seeking a high-performing Ads Support Specialist to join our dedicated team. You will represent a leading global American AI research and deployment organization, delivering premier support services to users across digital channels.

You will handle multi-channel inquiries, resolve technical issues, and guide advertisers on policy and tools, while maintaining high satisfaction and QA/CSAT targets.

Qualifications

• Full professional fluency in English (written and verbal).
• Analytical problem-solving to diagnose complex workflows.
• Strong empathetic communication for high-volume multi-channel support.
• Flexibility to work a 24/7 rotating shift model.
• 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

Omnichannel support

Customer-centric

English fluency

Analytical thinking

Tech aptitude

Adaptability

Tools

CRM software

Job description

Cross Border Talents in Lisbon is seeking a high-performing Ads Support Specialist to join our dedicated team. You will represent a leading global American AI research and deployment organization, delivering premier support services to users across digital channels.

You will handle multi-channel inquiries, resolve technical issues, and guide advertisers on policy and tools, while maintaining high satisfaction and QA/CSAT targets.