Customer support-Digital Advertising

Cross Border Talents; Mafra; On-site; EUR 17,000 - 21,000; Full time

Benefits offered by this job

Health insurance

Meal allowance

Training program

12-month contract

Career development

Job summary

Cross Border Talents in Lisbon, Portugal is seeking an Operations Customer Expert to join our multicultural team and support SMBs across Europe with self-serve digital advertising tools. You will manage chat, email, and phone interactions while aiming to deliver outstanding CSAT.

The role emphasizes strong communication, problem solving, and the ability to guide customers through ad management tools. Onboarding is 15 days of full-time training in English, with a paid training allowance.

Qualifications

• Advanced to fluent written and spoken English (C1 minimum).
• Excellent interpersonal skills and empathy.
• Active listening and strong de-escalation abilities.
• Tech aptitude to learn multiple software systems.

Responsibilities

• Grow SMB business by leveraging self-serve digital advertising solutions.
• Provide omnichannel support via chat, email, and phone.
• Offer pre-sales and post-sales guidance on ad management tools.
• Maintain high CSAT through empathetic, solution-focused service.
• De-escalate sensitive issues with effective communication.

Skills

Interpersonal skills

Empathy

Active listening

De-escalation

English (C1)

Data privacy awareness

Tools

Self-serve ad tools

Job description

Job Summary

Are you a customer-focused professional looking to advance your career in digital advertising support? We are seeking an Operations Customer Expert to join our multicultural team in Lisbon, Portugal.

In this role, you will support Small and Medium-Sized Businesses (SMBs) across Europe, helping them optimize their online marketing presence, manage self-serve advertising tools, and achieve high campaign performance. You will deliver high-quality customer experience through chat, email, and phone channels while maintaining high Customer Satisfaction (CSAT) standards.

Key Responsibilities

• SMB Business Growth: Guide small and medium businesses in leveraging self-serve digital advertising solutions.
• Omnichannel Support: Resolve client inquiries via chat, email, and phone efficiently and professionally.
• Product Optimization: Provide pre-sales and post-sales technical and product guidance on ad management tools.
• CSAT & Experience: Maintain strong customer satisfaction scores by delivering warm, empathetic, and solution-oriented service.
• Issue Resolution: De-escalate sensitive customer issues with strong communication and problem-solving skills.

Requirements

• Language Proficiency: Advanced to fluent written and spoken English (C1 minimum).
• Skills: Excellent interpersonal skills, empathy, active listening, and strong situation de-escalation abilities.
• Tech Aptitude: Fast learner capable of managing multiple software systems and learning complex product tools.
• Data Privacy: Ability to handle confidential client information with high integrity.

Paid Training & Career Development

• Comprehensive Onboarding: ~15 working days of full-time training (8h/day in English) covering product tools, customer management, and system operations.
• Training Allowance: Paid training compensation provided upon successful completion.

What We Offer

• Contract: 12-month initial contract with a clear pathway to permanent employment.
• Benefits: Private Health & Dental Insurance upon signing.
• Perks: Monthly Meal Allowance (prepaid card) + statutory Holiday and Christmas allowances.
• Vacation: 22 days of paid annual leave plus Portuguese public holiday compensations