AI Ads Support Specialist (Lisbon)

Cross Border Talents; Vila Franca de Xira; On-site; EUR 28,000 - 36,000; Full time

Job summary

Cross Border Talents in Lisbon seeks an Ads Support Specialist to deliver premier omnichannel support for advertising platforms, tackling account, billing and delivery issues with accuracy.

You will educate advertisers on policies, assist with optimization and self-serve tools, and collaborate with product teams to maintain high CSAT and first-contact resolution. The role includes a 40-hour work week with rotating shifts and a strong emphasis on customer-centric service.

Qualifications

• Language Proficiency: Full professional fluency in English (written and verbal).
• Analytical Problem-Solving: Demonstrated ability to troubleshoot technical workflows and diagnose multi-layered account issues logically.
• Communication Skills: Strong empathetic communication skills suited for high-volume, multi-channel support environments (Email, Chat, Phone).
• Adaptability: Flexibility to work within a 24/7 rotating shift model (schedules released 10 days in advance).
• Tech Aptitude: 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 Quality Assurance (QA) and Customer Satisfaction (CSAT) benchmarks.

Job description

Cross Border Talents in Lisbon seeks an Ads Support Specialist to deliver premier omnichannel support for advertising platforms, tackling account, billing and delivery issues with accuracy.

You will educate advertisers on policies, assist with optimization and self-serve tools, and collaborate with product teams to maintain high CSAT and first-contact resolution. The role includes a 40-hour work week with rotating shifts and a strong emphasis on customer-centric service.