Customer Support Specialist

Responsibilities

• Support global customers across multiple channels, including Zendesk and social media
• Communicate with users in a friendly, professional, and human-centered way
• Investigate and troubleshoot technical issues within iOS apps to identify root causes
• Escalate bugs and product issues to engineering with clear documentation
• Generate and manage reports on customer experience metrics and satisfaction levels
• Monitor trends and recurring issues to inform product improvements
• Collaborate cross-functionally with engineering and marketing teams
• Create and maintain documentation, knowledge base articles, and internal processes

Requirements

• 3+ years of experience in customer support or a similar role
• Proficiency in English; additional languages are a plus
• Strong experience with Zendesk and other customer communication tools
• Solid understanding of iOS applications and mobile ecosystems
• Ability to troubleshoot technical issues methodically
• Strong written communication skills with high attention to detail
• Bachelor's degree in a relevant field or equivalent practical experience
• Ability to manage multiple priorities in a fast-paced, onsite environment

Benefits

• Apple hardware ecosystem for work
• Annual Bonus and Pension Fund
• Top-tier Health and Life Insurance
• Transportation Budget and Coverflex benefits package
• Free meals at the office hub
• Urban Sports Club membership
• Air Conference for team collaboration and growth

About the Company

Air Apps is a family-founded company on a mission to create the world’s first AI-powered Personal & Entrepreneurial Resource Planner (PRP). With over 100 million downloads worldwide and offices in Lisbon and San Francisco, we are dedicated to pushing the boundaries of AI-driven solutions that help people plan, work, and live more effectively.