English-Speaking Ads Support Specialist (Lisbon)

CallForTalents; Sintra; On-site; EUR 20,000 - 27,000; Full time

Benefits offered by this job

Private health insurance

Private dental insurance

22 days annual holiday

Meal allowance on prepaid meal card

Compensation day for public holidays

Job summary

CallForTalents in Lisbon, Portugal, is hiring a customer support specialist to assist users of a leading AI advertising platform. You will handle issues across email, chat and phone, guiding users through policies and platform features to resolve concerns efficiently.

The role operates on a 24/7 rotating shift schedule with 8-hour days, 1-hour lunch, and a 12-month fixed-term contract that may become permanent after two years. Initial paid training of 15 days is provided.

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, 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, billing or account performanceGuide 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