English Speaking Advertiser Support Representative

We are seeking a highly motivated and skilled Digital Campaign Support Specialist to join our team in Lisbon. This pivotal B2B role is responsible for ensuring the success and satisfaction of our company's advertisers, primarily those operating in the English-speaking markets (UK/US/Global).You will provide comprehensive support across our suite of advertising products, leveraging your mandatory paid campaign management experience to resolve technical issues, troubleshoot product malfunctions, and offer expert, consultative guidance to our clients via email and chat. This role requires a unique blend of customer service excellence, technical acumen, and a deep understanding of the digital marketing landscape.

Key Responsibilities
1. Product Troubleshooting & Campaign Resolution

• Handle and resolve end-to-end product troubleshooting and customer support inquiries related to our client advertising products, managing case volumes across email and chat channels.
• Mandatory: Utilize your prior experience in paid campaign management to quickly identify and resolve issues impacting campaign performance, budgeting, bidding, and optimization.
• Own and drive query resolution through collaboration with in-house Product Operations and Engineering groups to resolve all types of generic, technical, or product queries, acting as the primary client advocate.
• Partner with in-house technical specialists to educate advertisers on product features, campaign best practices, and common issue types to encourage self-service and successful outcomes.

2. Customer Experience & Service Excellence

• Drive overall Customer Satisfaction (CSAT) metrics, ensuring service quality throughout the case journey and providing regular, proactive updates across all touch points.
• Maintain strict adherence to service level agreements (SLAs) across channels to achieve Best in Class productivity and impact resolution times for the end customer.
• Cultivate a strong customer service-oriented skill set, focusing on empathy, clear communication, and efficiency when interacting with our B2B advertisers.
• Work effectively as a team member, contributing to a positive and high-performing environment, while also demonstrating the ability to work independently on complex case queues.

3. Process Improvement & Optimization

• From the beginning, take an active role in continuously seeking initiatives to enhance service processes, improve knowledge base articles, and refine troubleshooting workflows.
• Analyze recurring issues and provide structured feedback to Product and Engineering teams to drive long-term platform stability and improve the overall user experience.

Required Qualifications

• Language Fluency is Mandatory: Native or near-native fluency in English (both written and spoken) to support our English-speaking clientele.
• Experience in Paid Campaign Management is Mandatory (e.g., Google Ads, Meta Ads, TikTok Ads, etc.).
• Proven experience in a customer-facing role (e.g., Contact Centre, Service program, Technical Support) within an Advertising Technology (AdTech) company or similar digital environment.
• Strong working familiarity with social media product usage and a solid foundational understanding of digital advertising principles and terminology.
• Excellent problem-solving, analytical, and troubleshooting skills, with the ability to quickly diagnose and resolve technical issues.

Preferred Qualifications

• A degree in Marketing, Business, Communications, or a related field.
• Direct experience working in Digital Marketing or B2B client services.
• Familiarity with CRM software (e.g., Salesforce, Zendesk) and case management systems.

What We Offer
🌍 Relocation Package (For International Applicants)For candidates applying from abroad, we offer a generous and smooth relocation package to help you settle comfortably in Lisbon:

• Accommodation: A private room in a high-quality, fully furnished shared apartment with other colleagues.
• Logistics: Assistance with necessary documentation (e.g., visa application support, bank account setup, registration).
• Competitive Salary: A market-competitive salary and attractive benefits package.

🇵🇹 Life in Lisbon

• An on-site role in the vibrant, beautiful, and historically rich city of Lisbon.
• Exposure to a multicultural, high-energy, and collaborative international team environment.
• Opportunities for career growth and professional development in the rapidly expanding AdTech sector.