Customer support-Digital Advertising

Cross Border Talents; Vila Franca de Xira; On-site; EUR 28,000 - 34,000; Full time

Benefits offered by this job

Private Health & Dental Insurance

Monthly Meal Allowance

22 days annual leave

Job summary

Cross Border Talents in Lisbon, Portugal is seeking an Operations Customer Expert to join our multicultural team. You will support SMBs across Europe, helping them optimize their online advertising presence and manage self-serve advertising tools via chat, email, and phone, while delivering high CSAT standards.

In this role you will guide customers through pre- and post-sales product guidance on ad management tools, resolve issues with empathy, and maintain professional communication.

Qualifications

• Advanced to fluent written and spoken English (C1 minimum).
• Excellent interpersonal skills, empathy, active listening and de-escalation.
• Fast learner capable of managing multiple software systems and product tools.
• Ability to handle confidential client information with high integrity.

Responsibilities

• SMB Growth: guide SMBs in leveraging self-serve digital advertising solutions.
• Omnichannel Support: resolve inquiries via chat, email and phone promptly.
• Product Guidance: provide pre- and post-sales guidance on ad management tools.
• CSAT & Experience: maintain high customer satisfaction with empathetic service.
• Issue Resolution: de-escalate and solve customer issues with clear communication.

Skills

English (C1 minimum)

Interpersonal skills

Active listening

Empathy

De-escalation

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