English-Speaking Ads Support Specialist

Cross Border Talents; Sintra; On-site; EUR 19,000 - 28,000; Full time

Benefits offered by this job

Private health insurance

Dental insurance

Meal allowance on prepaid meal card

22 days of annual holiday

Compensation day for public holidays

Job summary

Cross Border Talents in Lisbon, Portugal seeks a customer support professional to assist users of a leading AI advertising platform. You will handle ads, accounts, payments, and access issues across phone, chat and email with a strong emphasis on policy guidance and user experience.

The role operates 24/7 on rotating shifts, with a 40-hour workweek, and includes paid initial training. A fixed-term contract of 12 months, with potential permanent status, applies under Portuguese law.

Responsibilities

• Investigate and resolve issues related to ads, 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 or billing or account performance
• Guide users through platform features so they can resolve concerns independently where possible
• Provide clear, accurate solutions by email, chat and phone
• Escalate complex issues to specialized teams, with proper case documentation and follow-up
• Deliver high customer satisfaction through efficient case management and first-contact resolution

Job description

Join a team supporting users of a leading AI research and deployment company's advertising platform. You will help users manage their advertising experience through reactive support across several channels, with a strong focus on troubleshooting, issue resolution and an excellent customer experience.

Key points

• Location: Lisbon, Portugal, on-site
• Market: English
• Schedule: The project operates 24/7 on rotating shifts. Schedules are provided 10 days in advance. Daily working time is 8 hours plus a 1-hour lunch break, 40 hours per week
• Contract: Fixed-term employment contract with a foreseeable duration of 12 months, becoming permanent after 2 years. Portuguese employment law applies
• Compensation: Monthly gross salary, with holiday and Christmas allowances paid in monthly instalments, a meal allowance on a prepaid meal card, and a variable monthly productivity bonus based on performance
• Benefits: Private health and dental insurance after contract signature (a NIF and Social Security number are required), 22 days of annual holiday, and a compensation day if you work on a public holiday

Responsibilities

• Investigate and resolve issues related to ads, 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 or billing or account performance
• Guide users through platform features so they can resolve concerns independently where possible
• Provide clear, accurate solutions by email, chat and phone
• Escalate complex issues to specialized teams, with proper case documentation and follow-up
• Deliver high customer satisfaction through efficient case management and first-contact resolution

Training

• Paid initial training of 15 working days, 8 hours per day, covering the team, software, product knowledge, customer management by phone, email and chat, and on-the-job practice
• A training agreement is signed on the first day, and the employment contract is signed after successful completion
• Training compensation is paid only to those who complete it