Ads Support for AI Company (English Market)

Location: Lisbon, Portugal
Work Model: On-site

Schedule: 40 hours per week, 24/7 rotating shifts

Contract: Initial Selection Agreement during training, followed by an Employment Uncertain Term Contract with a foreseeable duration of 12 months. Eligible for a permanent contract after 2 years.

Position Overview

Join an international team supporting users of an AI-powered advertising platform. This role combines customer support with digital advertising knowledge, helping advertisers resolve issues related to ad campaigns, account management, billing, and platform functionality.

We are looking for candidates with at least 6 months of experience in digital advertising, paid ads, digital marketing campaigns, or a related field, along with strong English communication skills and a customer-focused mindset.

Key Responsibilities

• Advertising Support: Assist advertisers with inquiries related to ad accounts, campaign setup, ad creation, campaign delivery, billing, payments, and account access.

• Campaign Troubleshooting: Investigate issues affecting campaign performance, ad approval, publication, delivery, and account functionality.

• Policy Guidance: Help users understand advertising policies, campaign requirements, and platform guidelines.

• Platform Navigation: Guide advertisers through advertising tools and features, helping them manage campaigns and resolve issues effectively.

• Customer Communication: Provide clear, professional support via email, chat, and phone.

• Case Management: Document customer interactions, follow troubleshooting procedures, and escalate complex cases to specialized teams when necessary.

• Quality & Performance: Maintain high customer satisfaction, resolution quality, and productivity standards.

Requirements

• At least 6 months of relevant experience in one or more of the following:

  • Digital marketing or online advertising

  • Paid advertising campaigns, such as Google Ads or Meta Ads

  • Campaign management, optimization, or performance monitoring

  • Advertising account support or troubleshooting

  • Digital marketing agency, advertising operations, or a related role

• English proficiency: Strong written and spoken English to support users in the English-speaking market.

• Good communication, problem-solving, and analytical skills.

• Customer-oriented approach and the ability to explain technical information clearly.

• Comfortable working with digital platforms, online tools, and computer systems.

• Willingness to work on-site in Lisbon and follow a rotating 24/7 shift schedule.

Previous experience with a specific advertising platform is an advantage, but candidates with relevant experience in other digital advertising environments are also encouraged to apply.

Working Conditions

• Working hours: 40 hours per week, with 8-hour daily shifts and a 1-hour lunch break.

• Shift schedule: Rotating 24/7 schedule communicated 10 days in advance.

• Workplace: On-site in Lisbon, Portugal.

Training & Onboarding

• Duration: 15 working days, 8 hours per day.

• Training includes: Company integration, software training, advertising platform and product knowledge, customer management across email/chat/phone, and on-the-job training.

• Training compensation: €18.56 per training day (€92.80 for a five-day week), paid proportionally upon successful completion.

Salary & Benefits

• Base salary: €938 gross per month.

• Holiday allowance: €78.17 per month.

• Christmas allowance: €78.17 per month.

• Meal allowance: €154 per month (€7 per working day), paid via a tax-exempt prepaid meal card.

• Total monthly gross structure: €1,248.33, including base salary and fixed allowances.

• Performance bonus: Up to €200 per month, depending on individual performance.

• Health benefits: Private health and dental insurance upon contract signature, subject to having a valid Portuguese NIF and Social Security number.

• Annual leave: 22 days of paid holiday under Portuguese law, plus Portuguese public holidays. Employees working on a public holiday receive a compensation day.

Contract Details

A Selection Agreement covers the initial training period. Upon successful completion, candidates proceed to an Employment Uncertain Term Contract with a foreseeable duration of 12 months, with eligibility for a permanent contract after 2 years.

Interested in combining your digital advertising experience with customer support for an AI-powered platform? Apply now to take the next step in your career in Lisbon