Ads Support Specialist – AI Platform -Lisbon

Cross Border Talents; Lisbon (AR); On-site; USD 40,000 - 59,000; Full time

Job summary

Cross Border Talents in Lisbon is seeking an Ads Support Specialist to deliver premium multi-channel support for advertisers. You will resolve platform and technical inquiries, ensure smooth ad account operations, and uphold high satisfaction levels across the ecosystem.

The role emphasizes troubleshooting, guidance on policies, and proactive education to help advertisers optimize campaigns. A 24/7 shift model may apply, with thorough onboarding and training provided.

Qualifications

• Full professional fluency in English (written and verbal).
• Demonstrated ability to troubleshoot technical workflows and diagnose account issues logically.
• Strong empathetic communication suited for high-volume, multi-channel support.

Responsibilities

• Omnichannel Customer Support: provide guidance via email, chat, and phone on ad accounts, billing, campaigns, and features.
• Technical Troubleshooting & Analysis: investigate and resolve complex issues affecting ad creation, delivery, and access.
• Client Education & Guidance: offer clear guidance on platform policies, optimizations, and self-serve tools.
• Case Management & Escalations: maintain high first-contact resolution and escalate to product teams when needed.
• Operational Excellence: meet and exceed QA and CSAT benchmarks.

Skills

Fluent English

Analytical thinking

Communication skills

Adaptability

Tech affinity

Job description

Role Summary

• We are looking for a high-performing and customer-centric Ads Support Specialist to join our dedicated team in Lisbon. In this role, you will represent a leading global American AI research and deployment organization, delivering premier support services to users across digital channels. You will be instrumental in ensuring seamless advertiser experiences, resolving platform and technical inquiries, and maintaining high satisfaction standards across the platform ecosystem.

Key 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 Quality Assurance (QA) and Customer Satisfaction (CSAT) benchmarks.

Candidate Qualifications

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

Onboarding & Operational Framework

• Comprehensive Onboarding: Includes a fully paid, 15-day intensive training program (8 hours/day) covering software infrastructure, product line specifics, and practical scenario simulations.
• Schedule Structure: Standardized 40-hour work week (8-hour daily shifts + 1-hour meal break) managed under a transparent shift planning system.