Customer Support Specialist

ph3About Air Apps /h3pAt 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. /ppOur 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. /ppJoin us on this journey to redefine resource management and change lives along the way. /pullipThis is a bfully onsite position /b, 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. bWe are open to support with relocation efforts. /b /p /li /ulh3The Role /h3pAs 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. /ppThey 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. /ph3Responsibilities /h3ulliSupport global customers across multiple channels, including Zendesk, social media, and other communication platforms /liliCommunicate with users in a friendly, professional, and human-centered way, representing the company’s voice /liliInvestigate and troubleshoot technical issues within iOS apps, identifying root causes and providing timely solutions /liliEscalate bugs and product issues with clear documentation and actionable insights /liliGenerate and manage reports on customer experience metrics and satisfaction levels /liliMonitor trends and recurring issues to inform product and customer experience improvements /liliContribute to customer experience strategies and initiatives that elevate service quality /liliCollaborate cross-functionally with engineering and marketing teams to improve the end-to-end user experience /liliCreate and maintain documentation, knowledge base articles, and internal processes /liliManage multiple projects and priorities effectively in a dynamic environment /li /ulh3Requirements /h3ulliApproximately 3+ years of experience in customer support or a similar role /liliProficiency in English; additional languages are a plus /liliStrong experience with Zendesk, social media platforms, and other customer communication tools /liliSolid understanding of iOS applications and mobile ecosystems /liliAbility to troubleshoot technical issues and identify root causes methodically /liliStrong written communication skills with attention to detail /liliComfortable working with data, reporting, and customer experience metrics /liliSelf-motivated and able to manage time and priorities independently /liliAbility to handle multiple projects simultaneously in a fast-paced environment /liliInterest in customer experience trends and continuous improvement practices /liliExperience with documentation and cross-team coordination is a plus /liliBachelor’s degree in a relevant field or equivalent practical experience /li /ulh3Why Join Air Apps? /h3ulliApple hardware ecosystem for work. /liliAnnual Bonus /liliTop-tier Health and Life Insurance for peace of mind. /liliTransportation Budget to support your commute needs. /liliCoverflex benefits package for meal allowances, well-being, and more. /liliAir Conference - an opportunity to meet the team, collaborate, and grow together. /liliPension Fund to support your long-term financial planning. /liliUrban Sports Club membership to keep you active. /liliMeals 100% free at the hub. /li /ulh3Diversity Inclusion /h3pAt 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. /p /p #J-18808-Ljbffr