Operations Customer Expert Digital Advertising Support

About the Role

We are looking for a highly motivated, empathetic, and communicative Operations Customer Expert to join our team in Lisbon, Portugal. In this role, you will act as a trusted advisor to Small and Medium-Sized Businesses (SMBs), helping them expand their reach and grow their business through digital advertising solutions.

You will deliver pre- and post-sales support across multiple channels (Chat, Email, and Phone), ensuring every client receives high-quality product support and an exceptional experience.

Key Responsibilities

• Client Support & Growth: Assist SMB clients in growing their business using self-serve digital advertising tools and products.
• Omnichannel Communication: Manage client inquiries efficiently via Chat, Email, and Phone.
• Product & Tool Guidance: Offer pre- and post-sales assistance, troubleshooting, and best-practice guidance to optimize ad campaign performance.
• Drive CSAT (Customer Satisfaction): Deliver empathetic, friendly, and warm service aimed at achieving high CSAT scores after every client interaction.
• Conflict De-escalation: Handle challenging or sensitive client situations with tact, professionalism, and care.
• Continuous Learning: Rapidly adapt to new software programs, advertising tools, and product updates.

Requirements & Skills

• Language: Exceptional verbal and written English communication skills (C1 Level minimum).
• Soft Skills: Highly empathetic, patient, helpful, and customer-focused.
• Problem-Solving: Proven ability to de-escalate customer concerns and resolve complex inquiries.
• Information Security: High integrity and capability to handle confidential and sensitive client data.
• Teamwork & Learning: Excellent team spirit with a fast-learning mindset.

Training & Onboarding

• Duration: ~15 working days (8 hours/day, conducted in English).
• Content: Comprehensive onboarding covering product knowledge, customer management, software systems, and practical on-the-job training.
• Training Allowance: Paid training allowance upon successful completion.

What We Offer

• Workplace: Modern office environment in Lisbon.
• Health Benefits: Private Health and Dental Insurance upon contract signature.
• Perks & Bonuses: Monthly Meal Allowance (paid via prepaid card) + Portuguese statutory Holiday & Christmas allowances.
• Vacation: 22 days of paid annual leave + public holiday compensations.
• Career Path: Opportunities for professional development and permanent employment.
  
  You can also send your CV via email: [email protected]