Italian Speaking Customer Support Specialist

Customer Service Specialist – Italian Speaking (Social Media & B2B Support)

Location: Lisbon, Portugal (On-site)

Contract Type: 6-month contract

Start: ASAP

Work Model: Onsite only

About the Role

We are looking for a Italian-speaking Customer Service Specialist to support our client’s B2B advertisers on one of the world’s leading social media platforms.

You will be responsible for
-
- end product troubleshooting, handling advertiser inquiries, and providing
- quality customer support related to digital advertising products.

Key Responsibilities

• Take an active role in identifying opportunities to enhance service quality and improve the overall advertiser experience.
• Handle and resolve end-to-end product troubleshooting via email and chat channels.
• Provide customer support for a wide range of advertising products, including technical and
  - related queries.
• Collaborate closely with internal Product Operations and Engineering teams to drive timely resolution of open cases.
• Ensure high customer satisfaction levels through consistent communication and quality support throughout the case lifecycle.
• Meet productivity targets and service level metrics, contributing to Best-in-Class support performance.
• Partner with technical specialists to educate advertisers on product features, campaign setup, and common issue categories.

Requirements

• Experience in paid campaign management is mandatory.
• Degree in Marketing or a related field.
• Experience in Digital Marketing.
• Previous experience in a Contact Centre or Service Program for an Advertising Tech company.
• Fluent knowledge of social media platforms and basic understanding of digital advertising concepts.
• Strong customer service orientation, with excellent
  - solving and communication skills.
• Ability to work independently as well as in a collaborative team environment.
• Fluent Italian (C1/C2) and good command of English.

Work Schedule

Initial Schedule: 12-Hour Operational Window

Monday to Sunday – 07:00 to 19:00

Two rotational shifts:

• 07:00 – 16:00
• 10:00 – 19:00

Future Schedule (Date TBD by Client):

24/7 operation – Monday to Sunday

• Rotational shifts
• 2 rotating days off per week