AI Ads Support Specialist — Omnichannel Troubleshooter

Cross Border Talents; Mafra; On-site; EUR 24,000 - 34,000; Full time

Job summary

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to deliver premier advertiser support across email, chat, and phone. You will resolve platform issues, guide users through policies, and ensure high satisfaction levels.

You will handle account management, billing questions, and campaign delivery concerns, while escalating complex technical challenges to product teams. A 24/7 rotating schedule applies, with comprehensive onboarding.

Qualifications

• Full professional fluency in English (written and verbal).
• Ability to troubleshoot technical workflows and diagnose multi-layered account issues logically.
• Strong empathetic communication for high-volume, multi-channel support environments.

Responsibilities

• Omnichannel Customer Support: provide assistance via email, chat, and phone regarding ad accounts, billing, delivery, and platform features.
• Technical Troubleshooting & Analysis: investigate and resolve complex platform issues affecting ad creation and delivery.
• Client Education & Guidance: educate advertisers on platform policies and self-serve tools to prevent issues.
• Case Management & Escalations: maintain high first-contact resolution while escalating high-tier challenges to product teams.
• Operational Excellence: meet and exceed QA and CSAT benchmarks.

Skills

English fluency

Analytical problem-solving

Communication skills

Adaptability / 24/7 shifts

Tech aptitude

Job description

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to deliver premier advertiser support across email, chat, and phone. You will resolve platform issues, guide users through policies, and ensure high satisfaction levels.

You will handle account management, billing questions, and campaign delivery concerns, while escalating complex technical challenges to product teams. A 24/7 rotating schedule applies, with comprehensive onboarding.