AI Ads Support Specialist — Multichannel Troubleshooter

Cross Border Talents; Seixal; On-site; EUR 22,000 - 32,000; Full time

Job summary

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to deliver high-quality, multichannel support for advertisers. You will troubleshoot campaigns, assist with billing and account management, and ensure smooth delivery across the platform.

You will educate clients on policies and self-serve tools, manage cases with a focus on first-contact resolution, and collaborate with product teams to escalate complex issues.

Qualifications

• Full professional fluency in English (written and verbal).
• Analytical troubleshooting of complex workflows.
• Multi-channel support experience.
• Willingness to work a 24/7 rotating shift schedule.
• Interest in AI and digital advertising trends.

Responsibilities

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

Skills

English fluency

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, multichannel support for advertisers. You will troubleshoot campaigns, assist with billing and account management, and ensure smooth delivery across the platform.

You will educate clients on policies and self-serve tools, manage cases with a focus on first-contact resolution, and collaborate with product teams to escalate complex issues.