Italian Speaking Advertiser Support Representative

We are seeking a highly motivated and skilledDigital Campaign Support Specialistto join our team in Lisbon. This pivotal B2B role is responsible for ensuring the success and satisfaction of our company's advertisers, primarily those operating in theItalian-speaking markets (Italy/Southern Europe). You will provide comprehensive support across our suite of advertising products, leveraging your mandatorypaid campaign management experienceto resolve technical issues, troubleshoot product malfunctions, and offer expert, consultative guidance to our clients via email and chat. This role requires a unique blend of customer service excellence, technical acumen, and a deep understanding of the digital marketing landscape. Key Responsibilities 1. Product Troubleshooting & Campaign Resolution Handle and resolveend-to-end product troubleshootingand customer support inquiries related to our client advertising products, managing case volumes across email and chat channels. Mandatory: Utilize your prior experience inpaid campaign managementto quickly identify and resolve issues impacting campaign performance, budgeting, bidding, and optimization. Own and drive query resolution through collaboration with in-house Product Operations and Engineering groups to resolve all types of generic, technical, or product queries, acting as the primary client advocate. Partner with in-house technical specialists toeducate advertiserson product features, campaign best practices, and common issue types to encourage self-service and successful outcomes. 2. Customer Experience & Service Excellence Drive overallCustomer Satisfaction (CSAT)metrics, ensuring service quality throughout the case journey and providing regular, proactive updates across all touch points. Maintain strict adherence to service level agreements (SLAs) across channels to achieveBest in Class productivityand impact resolution times for the end customer. Cultivate a strongcustomer service-orientedskill set, focusing on empathy, clear communication, and efficiency when interacting with our B2B advertisers. Work effectively as ateam member, contributing to a positive and high-performing environment, while also demonstrating the ability to workindependentlyon complex case queues. 3. Process Improvement & Optimization From the beginning, take anactive role in continuously seeking initiativesto enhance service processes, improve knowledge base articles, and refine troubleshooting workflows. Analyze recurring issues and provide structured feedback to Product and Engineering teams to drive long-term platform stability andimprove the overall user experience. Required Qualifications Language Fluency is Mandatory:Native or near-native fluency inItalian(both written and spoken) to support our Italian-speaking clientele. Experience in Paid Campaign Management is Mandatory(e.g., Google Ads, Meta Ads, TikTok Ads, etc.). Proven experience in a customer-facing role (e.g., Contact Centre, Service program, Technical Support) within anAdvertising Technology (AdTech) companyor similar digital environment. Strong written and verbal communication skills inEnglish. Strong working familiarity with social media product usage and a solid foundational understanding ofdigital advertisingprinciples and terminology. Excellent problem-solving, analytical, and troubleshooting skills, with the ability to quickly diagnose and resolve technical issues. Preferred Qualifications A degree inMarketing, Business, Communications, or a related field. Direct experience working inDigital Marketingor B2B client services. Familiarity with CRM software (e.g., Salesforce, Zendesk) and case management systems. What We Offer Relocation Package (For International Applicants) For candidates applying from abroad, we offer a generous and smooth relocation package to help you settle comfortably in Lisbon: Accommodation:A private room in a high-quality, fully furnishedshared apartmentwith other colleagues. Logistics:Assistance with necessary documentation (e.g., visa application support,