Customer Service - English

Wise Insight; Lisboa; On-site; EUR 18,000 - 28,000; Full time

Benefits offered by this job

Paid training

Competitive salary

Private health and dental insurance

Relocation support

Job summary

Wise Insight is hiring a Customer Service (Ads Support) professional for on-site work in Lisbon, Portugal. The role focuses on helping users manage advertising experiences, with emphasis on troubleshooting, policy guidance, and effective case resolution across email, chat, and phone channels.

The candidate should be fluent in English, EU citizen or resident in Portugal, with at least 6 months of digital marketing or paid ads experience.

Qualifications

• Fluent in English language.
• EU Citizen or Valid Residency in Portugal.
• Minimum 6 months of experience in digital marketing campaign, paid ads, etc.

Responsibilities

• Provide support to users by investigating and resolving issues related to advertisements, ad accounts, payments, account access, and platform functionality.
• Assist users with understanding advertising policies, account requirements, and platform guidelines.
• Troubleshoot technical issues affecting ad creation, publication, delivery, billing, or account performance, ensuring timely and accurate resolutions.
• Guide users through platform features and processes, helping them navigate tools and resolve concerns independently when possible.
• Deliver high-quality customer service that exceeds client expectations and consistently meets quality standards.
• Provide clear, accurate, and customer-friendly solutions to a wide range of inquiries via email, chat, and phone support channels.
• Escalate complex issues to specialized teams while ensuring proper case documentation and follow-up.
• Achieve high levels of customer satisfaction through efficient case management and a strong focus on first-contact resolution.

Skills

Fluent English

6 months experience

Job description

Position: Customer Service (Ads Support)

Language: English

Location: Lisbon, Portugal

Work Model: On-site, Rotational Shift

Eligibility: EU Citizen or Valid Residency in Portugal

The Role:

You will be part of a team helping users successfully manage their advertising experience on our client's platform. You will work closely with colleagues to provide reactive support services through multiple channels, with a strong emphasis on troubleshooting, issue resolution, and delivering an excellent customer experience.

Key Responsibilities:

• Provide support to users by investigating and resolving issues related to advertisements, ad accounts, payments, account access, and platform functionality;
• Assist users with understanding advertising policies, account requirements, and platform guidelines;
• Troubleshoot technical issues affecting ad creation, publication, delivery, billing, or account performance, ensuring timely and accurate resolutions;
• Guide users through platform features and processes, helping them navigate tools and resolve concerns independently when possible;
• Deliver high-quality customer service that exceeds client expectations and consistently meets quality standards;
• Provide clear, accurate, and customer-friendly solutions to a wide range of inquiries via email, chat, and phone support channels;
• Escalate complex issues to specialized teams while ensuring proper case documentation and follow-up;
• Achieve high levels of customer satisfaction through efficient case management and a strong focus on first-contact resolution.

Requirements:

• Fluent in English language
• EU Citizen or Valid Residency in Portugal
• Minimum 6 months of experience in digital marketing campaign, paid ads, etc.

Benefits:

• Paid training
• Competitive salary
• Private health and dental insurance
• Relocation support provided from outside Portugal