AI Ads Support Specialist (Lisbon)

Cross Border Talents; Vila Franca de Xira; On-site; EUR 32,000 - 42,000; 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, ensuring smooth ad account management, billing, and campaign delivery.

You will troubleshoot complex technical issues, educate clients on policies, and escalate advanced problems to product teams while maintaining high QA and CSAT standards. A 15-day onboarding training is provided.

Qualifications

• Full professional fluency in English (written and verbal).
• Analytical problem-solving to troubleshoot technical workflows.
• Strong communication skills for high-volume, multi-channel support.
• Adaptability to a 24/7 rotating shift model (schedules released 10 days in advance).
• Interest in AI, 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, 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 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 thinking

Communication skills

Shift adaptability

Tech affinity

Job description

Cross Border Talents in Lisbon seeks a high-performing Ads Support Specialist to deliver premier advertiser support across email, chat, and phone, ensuring smooth ad account management, billing, and campaign delivery.

You will troubleshoot complex technical issues, educate clients on policies, and escalate advanced problems to product teams while maintaining high QA and CSAT standards. A 15-day onboarding training is provided.