English Customer Support Specialist

About the Role You will join a team helping users successfully manage their advertising experience on a leading global platform. You will provide reactive support across email, chat, and phone, focusing on troubleshooting, issue resolution, and an excellent customer experience. Key Responsibilities Investigate and resolve user issues related to advertisements, 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, with timely and accurate resolutions Guide users through platform features and processes so they can resolve concerns independently where possible Deliver clear, accurate, customer-friendly solutions via email, chat, and phone Escalate complex issues to specialized teams, with proper case documentation and follow-up Meet quality standards and drive high customer satisfaction through efficient case management and first-contact resolution Requirements English proficiency at C2 level (written and spoken) Currently based in Lisbon Portugal, with the legal right to work in Portugal Previous experience in customer support is an advantage Strong troubleshooting and problem-solving skills Excellent communication skills and a customer-first mindset Comfortable working across email, chat, and phone channels Ability to follow policies and guidelines accurately Valid NIF and Social Security number, or willingness to obtain them before contract signature Availability to attend a paid training period before the employment contract What We Offer Selection Agreement for the final recruitment phase (paid training) Fixed-term employment contract of 12 months, following successful completion of training Permanent contract after 2 years Private health and dental insurance after contract signature Meal allowance paid on a prepaid meal card Holiday and Christmas allowances Variable productivity bonus based on monthly performance Opportunity to work with a global technology platform and develop in the customer support and advertising space