English Speaking Operations Customer Expert – Advertising I Onsite in Lisbon

Ww Talents; Lisboa; On-site; EUR 13,000 - 18,000; Full time

Benefits offered by this job

Private health insurance

Meal card

Job summary

WW Talents in Lisbon is seeking an Ads Support specialist to assist users of a leading AI advertising platform. The role emphasizes troubleshooting, multi‑channel support, and delivering an excellent customer experience.

You will work in a 24/7 rotating shift operation (40 hours/week) and participate in a paid training programme lasting 15 working days. The workplace is located near Oriente, with health insurance available after contract signature.

Qualifications

• Advanced English proficiency (written and spoken).
• Legal right to work in Portugal (NIF and Social Security number).
• Previous customer service or support experience preferred.
• Willingness to rotate shifts in a 24/7 operation.
• Basic computer literacy and ability to navigate digital platforms.
• Strong communication and problem-solving skills.

Responsibilities

• Investigate and resolve user issues related to ads, accounts, payments, access and platform functionality.
• Advise users on advertising policies, account requirements and platform guidelines.
• Troubleshoot technical issues affecting ad creation, delivery, billing, or performance.
• Guide users through platform features and processes for independent resolution.
• Deliver high-quality customer service meeting quality standards.
• Provide clear, accurate solutions via email, chat, and phone support.
• Escalate complex issues to specialized teams with proper documentation and follow-up.
• Maintain high customer satisfaction through efficient case management and first-contact resolution.

Skills

Advanced English

Right to work Portugal

Customer service experience

24/7 rotating shifts

Computer literacy

Communication skills

Problem solving

Job description

About The Role

This position sits within an Ads Support operation for a leading AI research and deployment company, supporting users of a generative AI platform with their advertising experience. The role focuses on reactive, multi-channel support, with a strong emphasis on troubleshooting, issue resolution, and delivering an excellent customer experience. This role is based in Lisbon.

Key Responsibilities

• Investigate and resolve user issues related to advertisements, ad accounts, payments, account access, and platform functionality
• Assist users in understanding advertising policies, account requirements, and platform guidelines
• Troubleshoot technical issues affecting ad creation, publication, delivery, billing, or account performance, ensuring timely and accurate resolutions
• Guide users through platform features and processes, supporting independent issue resolution where possible
• Deliver high-quality customer service that consistently meets quality standards
• Provide clear, accurate, and customer-friendly solutions via email, chat, and phone support
• Escalate complex issues to specialized teams with proper case documentation and follow-up
• Maintain high customer satisfaction through efficient case management and a strong focus on first-contact resolution

What We Are Looking For

• Advanced English proficiency, both written and spoken (C1 level or equivalent)
• Legal right to work in Portugal; valid NIF and Social Security number (implied in the deck, as private health insurance eligibility depends on this)
• Previous customer service or support experience preferred, not always mandatory
• Availability for rotating shifts in a 24/7 operation (explicitly confirmed in the deck)
• Basic computer literacy and comfort navigating digital platforms
• Strong communication and problem-solving skills

Training

An intensive, paid training programme of 15 working days (8 hours/day) covers team integration, systems training, comprehensive product training, and customer management across phone, e-mail, and chat channels, followed by hands-on, on-the-job practice.

Working Conditions

• 24/7 operation with rotating shifts; schedules provided 10 days in advance
• 40 hours/week (8 hours/day plus a 1-hour lunch break)
• 22 days of annual holiday, per Portuguese law, plus compensation days for holidays worked
• Holiday and Christmas bonuses equal to base salary, paid monthly
• Workplace located in the Parque das Nações area of Lisbon, close to Oriente metro, bus, and train stations

Compensation (for 22 Working Days)

• Base salary 938.00 €
• Holiday allowance 78.17 €
• Christmas allowance 78.17 €
• Meal allowance (7.00 €/day) 154.00 €
• Total (gross, before tax) 1,248.33 €
• Private health and dental insurance after contract signature (subject to holding a NIF and Social Security number)
• Prepaid meal card, exempt from Social Security and IRS contributions
• Variable productivity bonus Up to 200.00 €

Location & Access

The workplace is easily reachable via Oriente Metro station (06:30-01:00), multiple Carris bus lines (05:15-00:00), and Oriente train station (05:30-01:30).