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
✨Tip Number 1
Get to know Air Apps! Research their products and values so you can show genuine enthusiasm during your interview. We want to see that you’re not just looking for any job, but that you’re excited about being part of our mission.
✨Tip Number 2
Practice your communication skills! As a Customer Support Specialist, you'll need to convey information clearly and professionally. Try role-playing common customer scenarios with a friend to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss how you've tackled technical issues in the past. We love candidates who can think on their feet and provide actionable solutions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re serious about joining the Air Apps family. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for customer support and technology shine through. We want to see how your passion aligns with our mission at Air Apps!
Tailor Your Experience:Make sure to highlight your relevant experience in customer support, especially with tools like Zendesk. We love seeing how your background can contribute to our team and enhance user experiences.
Be Clear and Concise:Keep your writing clear and to the point. We appreciate well-structured applications that make it easy for us to understand your skills and experiences without wading through fluff.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into our hiring process smoothly.
How to prepare for a job interview at Air Apps
✨Know the Company Inside Out
Before your interview, take some time to research Air Apps thoroughly. Understand their mission, values, and the products they offer. This will not only help you answer questions more effectively but also show your genuine interest in being part of their journey.
✨Showcase Your Customer Support Skills
Prepare specific examples from your past experience that highlight your customer support skills. Think about times when you resolved a tricky issue or improved customer satisfaction. Be ready to discuss how you can bring that expertise to Air Apps and enhance their user experience.
✨Familiarise Yourself with Zendesk and iOS Apps
Since the role involves using Zendesk and troubleshooting iOS applications, brush up on your knowledge of these tools. If you have any experience with similar platforms, be sure to mention it. Showing that you're comfortable with the tech they'll use can set you apart from other candidates.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the team dynamics, the challenges they face in customer support, or how they measure customer satisfaction. This shows that you’re not just interested in the job, but also in contributing to the company’s success.
