Customer Support Specialist

Job description

ABOUT AIR APPS At Air Apps, we believe in thinking bigger and moving faster. We’re a family-founded company on a mission to create the world’s first AI-powered Personal & Entrepreneurial Resource Planner (PRP), and we need your passion and ambition to help us change how people plan, work, and live. Born in Lisbon, Portugal in 2018 and now with offices in both Lisbon and San Francisco we’ve remained self-funded while reaching over 100 million downloads worldwide. Our long-term focus drives us to challenge the status quo every day, pushing the boundaries of AI-driven solutions that truly make a difference. Here, you’ll play a key role in delivering exceptional user experiences, helping people get the most out of our products every day. Join us on this journey to redefine resource management and change lives along the way. - This is a fully onsite position, based at our office in Lisbon, where you will collaborate closely with cross-functional teams in person and contribute to a dynamic and fast-paced environment. We are open to support with relocation efforts. THE ROLE As a Customer Support Specialist, you will act as the voice of Air Apps for our global customer base, ensuring a high-quality and consistent user experience across our iOS applications. This role sits at the intersection of customer experience, product feedback, and operational excellence. They will work in a fast-paced environment, collaborating closely with engineering and marketing teams to report issues, share insights, and contribute to continuous product improvement. This role also involves monitoring customer satisfaction, analyzing trends, and helping shape strategies that enhance the overall user journey. RESPONSIBILITIES - Support global customers across multiple channels, including Zendesk, social media, and other communication platforms - Communicate with users in a friendly, professional, and human-centered way, representing the company’s voice - Investigate and troubleshoot technical issues within iOS apps, identifying root causes and providing timely solutions - Escalate bugs and product issues with clear documentation and actionable insights - Generate and manage reports on customer experience metrics and satisfaction levels - Monitor trends and recurring issues to inform product and customer experience improvements - Contribute to customer experience strategies and initiatives that elevate service quality - Collaborate cross-functionally with engineering and marketing teams to improve the end-to-end user experience - Create and maintain documentation, knowledge base articles, and internal processes - Manage multiple projects and priorities effectively in a dynamic environment REQUIREMENTS - Approximately 3+ years of experience in customer support or a similar role - Proficiency in English; additional languages are a plus - Strong experience with Zendesk, social media platforms, and other customer communication tools - Solid understanding of iOS applications and mobile ecosystems - Ability to troubleshoot technical issues and identify root causes methodically - Strong written communication skills with attention to detail - Comfortable working with data, reporting, and customer experience metrics - Self-motivated and able to manage time and priorities independently - Ability to handle multiple projects simultaneously in a fast-paced environment - Interest in customer experience trends and continuous improvement practices - Experience with documentation and cross-team coordination is a plus - Bachelor’s degree in a relevant field or equivalent practical experience WHY JOIN AIR APPS? - Apple hardware ecosystem for work. - Annual Bonus - Top-tier Health and Life Insurance for peace of mind. - Transportation Budget to support your commute needs. - Coverflex benefits package for meal allowances, well-being, and more. - Air Conference - an opportunity to meet the team, collaborate, and grow together. - Pension Fund to support your long-term financial planning. - Urban Sports Club membership to keep you active. - Meals 100% free at the hub. DIVERSITY & INCLUSION At Air Apps, we are committed to fostering a diverse, inclusive, and equitable workplace. We enthusiastically welcome applicants from all backgrounds, experiences, and perspectives. We celebrate diversity in all its forms and believe that varied voices and experiences make us stronger. APPLICATION DISCLAIMER At Air Apps, we value transparency and integrity in our hiring process. Applicants must submit their own work without any AI-generated assistance. Any use of AI in application materials, assessments, or interviews will result in disqualification.