English Customer Support Specialist

Cross Border Talents; Lisboa; On-site; EUR 16,000 - 22,000; Full time

Benefits offered by this job

Paid training

12-month fixed-term contract

Permanent contract after 2 years

Private health & dental insurance

Meal allowance

Job summary

Cross Border Talents in Lisbon is seeking a customer support specialist to help users manage their advertising experience on a global platform. You will assist via email, chat, and phone, troubleshoot issues, and ensure a high standard of customer care.

The role requires C2 English, located in Lisbon, with paid training and a path to a permanent contract after 2 years, plus health insurance and meal allowances. You will join a team focused on policy guidance and user success.

Qualifications

• English proficiency at C2 level (written and spoken).
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer-first mindset.
• Comfortable working across email, chat, and phone channels.
• Ability to follow policies and guidelines accurately.

Responsibilities

• Investigate and resolve user issues related to advertisements, ad accounts, payments, account access, and platform functionality.
• Help users understand advertising policies, account requirements, and platform guidelines.
• Troubleshoot technical issues affecting ad creation, publication, delivery, billing, or account performance, with timely and accurate resolutions.
• Guide users through platform features and processes so they can resolve concerns independently where possible.
• Deliver clear, accurate, customer-friendly solutions via email, chat, and phone.
• Escalate complex issues to specialized teams, with proper case documentation and follow-up.
• Meet quality standards and drive high customer satisfaction through efficient case management and first-contact resolution.

Skills

C2 English

Troubleshooting

Problem solving

Communication

Multi-channel support

Policy compliance

Job description

About the Role

You will join a team helping users successfully manage their advertising experience on a leading global platform. You will provide reactive support across email, chat, and phone, focusing on troubleshooting, issue resolution, and an excellent customer experience.

Key Responsibilities

• Investigate and resolve user issues related to advertisements, ad accounts, payments, account access, and platform functionality
• Help users understand advertising policies, account requirements, and platform guidelines
• Troubleshoot technical issues affecting ad creation, publication, delivery, billing, or account performance, with timely and accurate resolutions
• Guide users through platform features and processes so they can resolve concerns independently where possible
• Deliver clear, accurate, customer-friendly solutions via email, chat, and phone
• Escalate complex issues to specialized teams, with proper case documentation and follow-up
• Meet quality standards and drive high customer satisfaction through efficient case management and first-contact resolution

Requirements

• English proficiency at C2 level (written and spoken)
• Currently based in Lisbon Portugal, with the legal right to work in Portugal
• Previous experience in customer support is an advantage
• Strong troubleshooting and problem-solving skills
• Excellent communication skills and a customer-first mindset
• Comfortable working across email, chat, and phone channels
• Ability to follow policies and guidelines accurately
• Valid NIF and Social Security number, or willingness to obtain them before contract signature
• Availability to attend a paid training period before the employment contract

What We Offer

• Selection Agreement for the final recruitment phase (paid training)
• Fixed-term employment contract of 12 months, following successful completion of training
• Permanent contract after 2 years
• Private health and dental insurance after contract signature
• Meal allowance paid on a prepaid meal card
• Holiday and Christmas allowances
• Variable productivity bonus based on monthly performance
• Opportunity to work with a global technology platform and develop in the customer support and advertising space