Join our dynamic team as a Customer Support Specialist, where you'll be the trusted advisor for advertisers navigating the world of digital advertising. In this bilingual role, you'll leverage your English and Portuguese language skills to combine customer service and technical expertise with exceptional communication skills to solve complex challenges and empower advertisers to achieve their campaign goals.

What You'll Do

Provide real-time assistance to advertisers through live chat, email, and ticketing systems (Zendesk, Salesforce, or similar platforms)
Troubleshoot intermediate to complex issues spanning campaign setup, ad performance, targeting, billing, and pixel tracking
Guide advertisers through platform best practices and campaign optimization strategies
Translate complex product information into clear, actionable guidance for users of all technical backgrounds
Document customer interactions, troubleshooting steps, and resolutions with precision and detail
Meet and exceed service-level agreements (SLAs) for response time, resolution quality, and customer satisfaction
Identify trends in common issues and share insights with internal teams to enhance workflows and product quality
Build and maintain our internal knowledge base by documenting recurring cases and proven solutions
Collaborate with peers and Team Leads to elevate service quality and operational efficiency
Support a Global Community
Work effectively in a rotational shift environment to serve advertisers across multiple time zones

What You Bring

Required Qualifications:

2–4 years of experience in interactive customer service or technical support, preferably in digital advertising or BPO environments
Hands-on experience with live chat and ticket management systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
Written and verbal fluency in both English and Portuguese (C1+ level English proficiency and B2+ level Portuguese proficiency)
Strong understanding of digital advertising concepts including CPC, CPM, targeting, and conversion tracking
Analytical mindset with the ability to interpret campaign data and identify optimization opportunities
Flexibility to work in shifts and high-volume environments while meeting daily performance targets
Strong interpersonal skills with a customer-first, empathetic approach to support

Preferred Qualifications:

Bachelor's degree in Marketing, Business, Information Technology, or related field

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

401(k) matching
Health insurance

Work Location: In person

TELUS Digital

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Bilingual Customer Support Specialist - Portuguese