Marketing Customer Support Specialist – Arabic Speaking

Location:

Lisbon, Portugal – On-site

Working Schedule:

Phase 1 (Initial Period):

• Monday to Sunday
• 12-hour coverage window: 07:00 – 19:00
• Shift options:
• 07:00 – 16:00
• 10:00 – 19:00
• Days Off: 2 rotational days

Phase 2 (At a later date – TBC by client):

• 24/7 rotational shifts, Monday to Sunday
• Days Off: 2 rotational days

Role Overview:

As a Marketing Customer Support Specialist, you will support advertisers and business clients across the Arabic-speaking markets (Egypt, Jordan, and UAE). You will act as a trusted advisor, assisting customers with paid advertising campaigns, platform-related inquiries, and optimization support while delivering an excellent customer experience.

This role combines customer service, digital marketing knowledge, and advertising platform support within a fast-paced contact center environment.

Key Responsibilities:

• Provide customer support via phone, email, and chat to advertisers in Arabic and English
• Support clients with paid campaign setup, management, and optimization
• Troubleshoot issues related to digital advertising tools, billing, and performance
• Educate customers on best practices for social media and digital advertising products
• Deliver clear, accurate, and timely resolutions while meeting KPIs and SLAs
• Maintain detailed case documentation in CRM systems
• Collaborate with internal teams to ensure issue resolution and customer satisfaction
• Stay up to date with platform updates, advertising policies, and product changes

Mandatory Requirements:

• Fluent Arabic (Egypt, Jordan, or UAE markets) and advanced English
• Proven experience in paid campaign management (mandatory)
• Degree in Marketing, Business, Communications, or a related field
• Hands-on experience in Digital Marketing
• Previous experience in a Contact Center / Service Program supporting an Advertising Technology company
• Strong understanding of social media platforms and digital advertising fundamentals
• Excellent customer service and communication skills
• Ability to work both independently and as part of a team

Nice to Have:

• Experience supporting online advertising platforms
• Knowledge of campaign performance metrics (CTR, CPC, CPA, ROAS)
• Familiarity with CRM and ticketing tools
• Multicultural or international customer support experience

Compensation & Benefits:

• Base Salary: 985€ (paid over 14 months)
• Complexity Bonus: 80€ (paid over 11 months)