AI-Driven Ads Support Specialist

Cross Border Talents; Mafra; On-site; EUR 28,000 - 36,000; Full time

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 help with ad account management, billing, campaign delivery, and platform features.

You will investigate technical issues, guide advertisers on policies, and support them with self-serve tools while maintaining high CSAT across the platform, in a 24/7 rotating shift environment.

Qualifications

• Full professional fluency in English (written and verbal).
• Ability to troubleshoot technical workflows and diagnose multi-layered account issues logically.
• Strong empathetic communication skills for high-volume multi-channel support (Email, Chat, Phone).
• 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: Help users via email, chat, and phone for ad account management, billing, campaign delivery, and platform features.
• Technical Troubleshooting & Analysis: Investigate and resolve complex issues affecting ad creation, delivery, and access.
• Client Education & Guidance: Provide clear guidance on platform policies and self-serve tools.
• Case Management & Escalations: Maintain high first-contact resolution and escalate high-tier technical challenges.
• Operational Excellence: Meet QA and CSAT benchmarks.

Skills

English fluency

Analytical thinking

Communication skills

Shift flexibility

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 help with ad account management, billing, campaign delivery, and platform features.

You will investigate technical issues, guide advertisers on policies, and support them with self-serve tools while maintaining high CSAT across the platform, in a 24/7 rotating shift environment.