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 : General Platform & User Support: Assisting consumer and business users across billing, account management, and general product guidance. 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).