Customer Service Specialist – English Speaking (Social Media & B2B Support)

Location: Lisbon, Portugal (On-site)
Contract Type: 6-month contract
Start: ASAP
Work Model: Onsite only

About the Role

We are looking for a English-speaking Customer Service Specialist to support our client’s B2B advertisers on one of the world’s leading social media platforms.
You will be responsible for end-to-end product troubleshooting, handling advertiser inquiries, and providing high-quality customer support related to digital advertising products.

Key Responsibilities

• Take an active role in identifying opportunities to enhance service quality and improve the overall advertiser experience.

• Handle and resolve end-to-end product troubleshooting via email and chat channels.

• Provide customer support for a wide range of advertising products, including technical and product-related queries.

• Collaborate closely with internal Product Operations and Engineering teams to drive timely resolution of open cases.

• Ensure high customer satisfaction levels through consistent communication and quality support throughout the case lifecycle.

• Meet productivity targets and service level metrics, contributing to Best-in-Class support performance.

• Partner with technical specialists to educate advertisers on product features, campaign setup, and common issue categories.

Requirements

• Experience in paid campaign management is mandatory.

• Degree in Marketing or a related field.

• Experience in Digital Marketing.

• Previous experience in a Contact Centre or Service Program for an Advertising Tech company.

• Fluent knowledge of social media platforms and basic understanding of digital advertising concepts.

• Strong customer service orientation, with excellent problem-solving and communication skills.

• Ability to work independently as well as in a collaborative team environment.

• Fluent English (C1/C2) 

Work Schedule

Initial Schedule: 12-Hour Operational Window

Monday to Sunday – 07:00 to 19:00
Two rotational shifts:

• 07:00 – 16:00

• 10:00 – 19:00

Future Schedule (Date TBD by Client):

24/7 operation – Monday to Sunday

• Rotational shifts

• 2 rotating days off per week