Ads Support Specialist Operations Customer Expert

About the Role

We are seeking a dedicated and client-oriented Ads Support Specialist to join our team in Lisbon. In this role, you will be part of a team helping users successfully manage their advertising experience on the platform of a leading global American AI research and deployment organization. You will deliver top-tier support services across multiple communication channels, focusing on troubleshooting, issue resolution, and delivering an outstanding customer experience.

Key Responsibilities

• Customer Support: Provide reactive support to users by investigating and resolving inquiries regarding advertisements, ad accounts, payments, account access, and platform functionality via email, chat, and phone.
• Technical Troubleshooting: Identify and troubleshoot technical issues affecting ad creation, publication, delivery, billing, or account performance, ensuring timely and accurate resolutions.
• Guidance & Education: Assist users in understanding advertising policies, account requirements, and platform guidelines, helping them navigate tools and resolve issues independently.
• Escalation & Case Management: Efficiently manage customer cases to achieve high first-contact resolution rates and escalate complex technical issues to specialized teams with proper documentation.
• Quality & Satisfaction: Consistently meet quality standards and deliver high-quality service that exceeds user expectations.

Work Schedule & Training

• Work Schedule: 40 hours per week, 8-hour daily shifts with a 1-hour lunch break. The project operates 24/7 with rotating shift schedules provided 10 days in advance.
• Comprehensive Training Program: Includes a 15-working-day intensive training program (8 hours/day) covering software tools, client product knowledge, customer management, and on-the-job practical application.

What We Are Looking For

• Fluency in English (written and spoken).
• Strong troubleshooting and analytical problem-solving skills.
• Excellent communication and customer care capabilities across digital channels (Chat, Email, Phone).
• Ability to work in a fast-paced environment with 24/7 rotating shifts.
• Interest in artificial intelligence technologies and digital advertising platforms.