AI Ads Support Specialist - Multi-Channel Troubleshooter

Cross Border Talents

Lisbon (AR)

On-site

USD 40,000 - 59,000

Full time

13 days ago

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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.