AI-Driven Ads Support Specialist

Cross Border Talents; Barreiro; On-site; EUR 50,000 - 60,000; Full time

Job summary

Cross Border Talents in Lisbon is seeking an Ads Support Specialist who delivers premier multi-channel support to advertisers, resolving ad account, billing, and platform feature questions.

You will troubleshoot complex technical issues, educate clients on policies and self-serve tools, document cases, and strive for high QA/CSAT outcomes through collaboration with product teams within a 24/7 rotating shift model.

Qualifications

• Full professional fluency in English (written and spoken).
• Ability to troubleshoot technical workflows and diagnose account issues.
• Strong empathetic communication for high-volume multi-channel support.
• Willingness to work a 24/7 rotating shift model (schedules released 10 days in advance).
• Interest in AI and digital advertising technologies.

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 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 problem-solving

Communication skills

Adaptability

Tech aptitude

Job description

Cross Border Talents in Lisbon is seeking an Ads Support Specialist who delivers premier multi-channel support to advertisers, resolving ad account, billing, and platform feature questions.

You will troubleshoot complex technical issues, educate clients on policies and self-serve tools, document cases, and strive for high QA/CSAT outcomes through collaboration with product teams within a 24/7 rotating shift model.