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. This is a fully onsite position in a fast-paced environment, working closely with cross-functional teams in person. The role acts as the voice of the company for its global customers, combining customer experience, product feedback and operational excellence.

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 and work independently

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