English-Speaking Ads Support Specialist (Lisbon)

Cross Border Talents; Sintra; On-site; EUR 20,000 - 27,000; Full time

Benefits offered by this job

Private health insurance

Private dental insurance

Meal allowance on prepaid card

Monthly productivity bonus

Training provided

Job summary

Cross Border Talents is hiring for a customer support role in Lisbon, Portugal. The position operates on-site with a fixed-term contract of 12 months, potentially becoming permanent after performance.

It includes a monthly gross salary, meal allowance on a prepaid card, private health and dental insurance and a monthly productivity bonus. The role focuses on helping users manage their advertising experience, solving issues across ads, payments, and platform usage, with training provided for 15

Qualifications

• Strong communication skills in English.
• Ability to troubleshoot complex issues.
• Willingness to work rotating shifts and fixed-term contract terms.

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