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 Lisbon office. The role acts as the voice of the company for its global customers, combining customer experience, product feedback and operational excellence. It is fully onsite, with collaboration in person with engineering and marketing teams, and relocation support is offered.

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 work 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 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