Customer Support Specialist

About the role

Air Apps, a family-founded company building an AI-powered Personal & Entrepreneurial Resource Planner, is hiring a Customer Support Specialist for its fully onsite office in Lisbon. The role acts as the voice of the company for its global customers, combining customer experience, product feedback and operational excellence, and works closely with engineering and marketing teams.

Key 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
• Investigate and troubleshoot technical issues in iOS apps, escalating bugs and product issues with documented insights
• Generate and manage reports on customer experience metrics and satisfaction, and monitor trends and recurring issues
• Contribute to customer experience strategies and collaborate with engineering and marketing teams to improve the user experience
• Create and maintain documentation, knowledge base articles and internal processes

Required profile

• Approximately 3+ years of experience in customer support or a similar role
• Proficiency in English; additional languages are a plus
• Bachelor's degree in a relevant field or equivalent practical experience
• Self-motivated, able to manage several projects at once in a fast-paced environment

Required skills

• 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 write clearly with attention to detail
• Comfortable working with data, reporting and customer experience metrics
• Documentation and cross-team coordination experience is a plus

What we offer

• Apple hardware ecosystem for work
• Annual bonus
• Health and life insurance
• Transportation budget and free meals at the hub
• Coverflex benefits package, pension fund and Air Conference
• Urban sports club membership