Ads Support Specialist – Operations Customer Expert (EnglishMarket)

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.