Customer Support Specialist

About the role

Air Apps, a Lisbon-founded company building an AI-powered personal and entrepreneurial resource planner, is looking for a Customer Support Specialist. You will be the voice of the company for its global customers, ensuring a high-quality and consistent experience across its iOS apps, and will work closely with engineering and marketing teams to feed product improvement.

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 initiatives
• Collaborate with engineering and marketing teams to improve the end-to-end 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 identify root causes
• Strong written communication, comfort with data and reporting, and interest in customer experience trends

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