Operations Customer Expert (English Speaker) – AI Platform & Ad Solutions

Are you passionate about cutting-edge technology and artificial intelligence? Join our team in Lisbon, Portugal as an Operations Customer Expert supporting a globally recognized leader in generative AI technology and natural language processing.

We are hiring for two specialized tracks:

1. General Platform & User Support: Assisting consumer and business users across billing, account management, and general product guidance.
2. Ads & Monetization Support: Helping users manage advertising campaigns, ad account configurations, technical delivery, and policy compliance.

Key Responsibilities

Track 1: General Platform Customer Support

• Account & Billing: Troubleshoot account access issues and assist customers with billing and invoicing inquiries.
• User Enablement: Guide, support, and train consumers and business users on product features and capabilities.
• Quality Resolution: Deliver timely, professional, and clear solutions across multiple support channels to meet high quality standards.

Track 2: Ads & Platform Specialist

• Campaign & Ad Support: Investigate and resolve issues concerning ad creation, publication, delivery, and account functionality.
• Policy & Compliance Guidance: Assist advertisers in understanding advertising policies, account requirements, and platform guidelines.
• Technical Troubleshooting: Identify and resolve technical glitches affecting ad delivery, billing, or campaign performance.
• Case Management: Escalate complex technical queries to specialized units with thorough documentation while driving first-contact resolutions.

Requirements & Profile Needed

• Languages: Advanced / Fluent level of English (written and spoken).
• Tech Enthusiasm: Strong interest in artificial intelligence, generative language models, and modern digital platforms.
• Problem Solving: Excellent analytical skills, active listening, and a proactive troubleshooting mindset.
• Customer Focus: Ability to explain complex digital or advertising processes in clear, customer-friendly terms.
• Eligibility: Authorized to work in Portugal.

Work Schedule & Location

• Location: Office-based (On-Site) at our modern facility in Lisbon, Portugal.
• Schedule: 24/7 rotational shift pattern (40 hours per week, 8 hours/day + 1-hour meal break). Rotational shift schedules are provided 10 days in advance.

Benefits & Training

• Comprehensive Paid Training: Intensive 15-day initial onboarding program (8 hours/day) covering software tools, client products, and channel management.
• Contract Package: Initial 12-month contract leading to permanent employment opportunities.
• Allowances: Paid meal allowance (issued on a prepaid card) plus Christmas and Holiday allowances.
• Performance Incentives: Monthly productivity and quality bonus structure.
• Health Coverage: Private health and dental insurance after contract signature.
• Modern Work Facilities: On-site cafeteria, meeting rooms, outdoor terrace/balcony, and excellent transport connections (metro, train, and bus stations nearby).