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
• Comfortable working with data, reporting, and customer experience metrics
• Ability to manage multiple priorities in a fast-paced, onsite environment

Benefits

• Apple hardware ecosystem for work
• Annual Bonus
• Medical Insurance (including vision & dental)
• Disability insurance (short and long-term)
• 401k with up to 4% contribution
• Air Conference for team collaboration and growth
• Transportation budget
• Free meals at the hub
• Gym membership

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 challenge the status quo by pushing the boundaries of AI-driven solutions to help people plan, work, and live better.