At a Glance
- Tasks: Support global customers and enhance their experience with our innovative iOS apps.
- Company: Join a dynamic, family-founded tech company on a mission to revolutionise resource planning.
- Benefits: Enjoy free meals, top-tier health insurance, and a supportive work environment.
- Other info: Collaborate with cross-functional teams in a fast-paced, inclusive workplace.
- Why this job: Be the voice of Air Apps and make a real impact on user satisfaction.
- Qualifications: 3+ years in customer support, strong communication skills, and a passion for tech.
The predicted salary is between 30000 - 40000 £ per year.
About Air Apps
At Air Apps, we believe in thinking bigger and moving faster. We’re a family-founded company on a mission to create the world’s first AI-powered Personal & Entrepreneurial Resource Planner (PRP), and we need your passion and ambition to help us change how people plan, work, and live. Born in Lisbon, Portugal in 2018 and now with offices in both Lisbon and San Francisco we’ve remained self-funded while reaching over 100 million downloads worldwide. Our long-term focus drives us to challenge the status quo every day, pushing the boundaries of AI-driven solutions that truly make a difference. Here, you’ll play a key role in delivering exceptional user experiences, helping people get the most out of our products every day. Join us on this journey to redefine resource management and change lives along the way.
This is a fully onsite position, based at our office in Lisbon, where you will collaborate closely with cross-functional teams in person and contribute to a dynamic and fast-paced environment. We are open to support with relocation efforts.
The Role
As a Customer Support Specialist, you will act as the voice of Air Apps for our global customer base, ensuring a high-quality and consistent user experience across our iOS applications. This role sits at the intersection of customer experience, product feedback, and operational excellence. You will work in a fast-paced environment, collaborating closely with engineering and marketing teams to report issues, share insights, and contribute to continuous product improvement. This role also involves monitoring customer satisfaction, analyzing trends, and helping shape strategies that enhance the overall user journey.
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, representing the company’s voice
- Investigate and troubleshoot technical issues within iOS apps, identifying root causes and providing timely solutions
- Escalate bugs and product issues with clear documentation and actionable insights
- Generate and manage reports on customer experience metrics and satisfaction levels
- Monitor trends and recurring issues to inform product and customer experience improvements
- Contribute to customer experience strategies and initiatives that elevate service quality
- Collaborate cross-functionally with engineering and marketing teams to improve the end-to-end user experience
- Create and maintain documentation, knowledge base articles, and internal processes
- Manage multiple projects and priorities effectively in a dynamic environment
Requirements
- Approximately 3+ years of experience in customer support or a similar role
- Proficiency in English; additional languages are a plus
- 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 methodically
- Strong written communication skills with attention to detail
- Comfortable working with data, reporting, and customer experience metrics
- Self-motivated and able to manage time and priorities independently
- Ability to handle multiple projects simultaneously in a fast-paced environment
- Interest in customer experience trends and continuous improvement practices
- Experience with documentation and cross-team coordination is a plus
- Bachelor’s degree in a relevant field or equivalent practical experience
Why Join Air Apps?
- Apple hardware ecosystem for work.
- Annual Bonus
- Top-tier Health and Life Insurance for peace of mind.
- Transportation Budget to support your commute needs.
- Coverflex benefits package for meal allowances, well-being, and more.
- Air Conference - an opportunity to meet the team, collaborate, and grow together.
- Pension Fund to support your long-term financial planning.
- Urban Sports Club membership to keep you active.
- Meals 100% free at the hub.
Diversity & Inclusion
At Air Apps, we are committed to fostering a diverse, inclusive, and equitable workplace. We enthusiastically welcome applicants from all backgrounds, experiences, and perspectives. We celebrate diversity in all its forms and believe that varied voices and experiences make us stronger.
Customer Support Specialist employer: Air Apps
At Air Apps, we pride ourselves on being an innovative and dynamic employer that values creativity and collaboration. Our Lisbon office offers a vibrant work culture with top-tier health benefits, a supportive transportation budget, and a unique Coverflex package to enhance your well-being. With a strong commitment to employee growth and a focus on diversity and inclusion, we provide an environment where you can thrive while contributing to groundbreaking AI-driven solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Air Apps. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Air Apps before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Air Apps:Your cover letter is your chance to shine! Tell us why you want to work at Air Apps specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Air Apps!
How to prepare for a job interview at Air Apps
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
