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
