Lisbon AI Ads Support Specialist — 24/7 Customer Impact

Cross Border Talents; Estoril; On-site; EUR 28,000 - 36,000; Full time

Job summary

Cross Border Talents in Lisbon seeks an Ads Support Specialist to join a customer-centric team delivering premier support to advertisers across digital channels. You will handle multi-channel inquiries, troubleshoot platform issues, and educate users on policies and self-serve tools.

Training is provided, with a standard 40-hour week and a rotating shift structure designed to ensure timely, high-quality service across time zones.

Qualifications

• Full professional fluency in English (written and verbal).
• Ability to troubleshoot technical workflows and diagnose multi-layered account issues logically.
• Strong empathetic communication skills suited for high-volume, multi-channel support environments (Email, Chat, Phone).
• Flexibility to work within a 24/7 rotating shift model (schedules released 10 days in advance).
• Strong affinity for artificial intelligence applications, digital advertising models, and emerging tech trends.

Responsibilities

• Omnichannel Customer Support: Deliver responsive, high-quality assistance via email, chat, and phone regarding ad account management, billing, campaign delivery, and platform features.
• Technical Troubleshooting & Analysis: Investigate and resolve complex technical issues affecting ad creation, delivery performance, policy guidelines, and account access.
• Client Education & Guidance: Empower advertisers by providing clear guidance on platform policies, account optimizations, and self-serve tools to prevent recurring issues.
• Case Management & Escalations: Maintain high first-contact resolution (FCR) rates while effectively documenting and escalating high-tier technical challenges to specialized product teams.
• Operational Excellence: Consistently meet and exceed client-defined QA and CSAT benchmarks.

Skills

English fluency

Analytical problem-solving

Communication skills

Adaptability

Tech aptitude

Job description

Cross Border Talents in Lisbon seeks an Ads Support Specialist to join a customer-centric team delivering premier support to advertisers across digital channels. You will handle multi-channel inquiries, troubleshoot platform issues, and educate users on policies and self-serve tools.

Training is provided, with a standard 40-hour week and a rotating shift structure designed to ensure timely, high-quality service across time zones.