English-Speaking Ads Support Specialist

Join a team supporting users of a leading AI research and deployment company's advertising platform. You will help users manage their advertising experience through reactive support across several channels, with a strong focus on troubleshooting, issue resolution and an excellent customer experience.

Key points

• Location: Lisbon, Portugal, on-site
• Market: English
• Schedule: The project operates 24/7 on rotating shifts. Schedules are provided 10 days in advance. Daily working time is 8 hours plus a 1-hour lunch break, 40 hours per week
• Contract: Fixed-term employment contract with a foreseeable duration of 12 months, becoming permanent after 2 years. Portuguese employment law applies
• Compensation: Monthly gross salary, with holiday and Christmas allowances paid in monthly instalments, a meal allowance on a prepaid meal card, and a variable monthly productivity bonus based on performance
• Benefits: Private health and dental insurance after contract signature (a NIF and Social Security number are required), 22 days of annual holiday, and a compensation day if you work on a public holiday

Responsibilities

• Investigate and resolve issues related to ads, ad accounts, payments, account access and platform functionality
• Help users understand advertising policies, account requirements and platform guidelines
• Troubleshoot technical issues affecting ad creation, publication, delivery, billing or account performance
• Guide users through platform features so they can resolve concerns independently where possible
• Provide clear, accurate solutions by email, chat and phone
• Escalate complex issues to specialized teams, with proper case documentation and follow-up
• Deliver high customer satisfaction through efficient case management and first-contact resolution

Training

• Paid initial training of 15 working days, 8 hours per day, covering the team, software, product knowledge, customer management by phone, email and chat, and on-the-job practice
• A training agreement is signed on the first day, and the employment contract is signed after successful completion
• Training compensation is paid only to those who complete it