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 or 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
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Empregador para English-Speaking Ads Support Specialist in Sintra: Cross Border Talents
A nossa empresa é um líder global em gestão de experiência do cliente, oferecendo um ambiente de trabalho dinâmico e colaborativo em Braga, Portugal. Valorizamos o crescimento profissional dos nossos colaboradores, proporcionando oportunidades de desenvolvimento contínuo, além de benefícios como seguro de saúde e apoio à relocação. Junte-se a nós para fazer parte de uma equipa que valoriza a resiliência emocional e a atenção ao detalhe, enquanto contribui para a criação de experiências significativas para os nossos clientes.
Dados de contacto:
Equipa de recrutamento de Cross Border Talents
