AI-Driven Ads Support Specialist

Cross Border Talents; Loures; On-site; EUR 30,000 - 50,000; Full time

Benefits offered by this job

Paid onboarding training

Structured shift planning system

Job summary

Cross Border Talents in Lisbon seeks a high-performing Ads Support Specialist to deliver premier support to advertisers across email, chat, and phone. You will handle ad account management, billing inquiries, and platform features while ensuring a seamless advertiser experience.

You will troubleshoot technical issues, educate clients on policies and self-serve tools, manage cases, and escalate complex challenges to product teams.

Qualifications

• Full professional fluency in English (written and verbal).
• Demonstrated ability to troubleshoot technical workflows and diagnose account issues logically.
• Strong empathetic communication skills suitable for high-volume, multi-channel support environments.
• Flexibility to work within a 24/7 rotating shift model (schedules released 10 days in advance).
• Affinity for AI applications, digital advertising models, and emerging tech trends.

Responsibilities

• Omnichannel Customer Support: Deliver responsive 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: Provide clear guidance on platform policies, account optimizations, and self-serve tools to prevent recurring issues.
• Case Management & Escalations: Maintain high first-contact resolution (FCR) and escalate high-tier technical challenges to specialized product teams.
• Operational Excellence: Meet and exceed client-defined QA and CSAT benchmarks.

Skills

English fluency

Analytical thinking

Communication

Adaptability

Tech aptitude

Job description

Cross Border Talents in Lisbon seeks a high-performing Ads Support Specialist to deliver premier support to advertisers across email, chat, and phone. You will handle ad account management, billing inquiries, and platform features while ensuring a seamless advertiser experience.

You will troubleshoot technical issues, educate clients on policies and self-serve tools, manage cases, and escalate complex challenges to product teams.