At a Glance
- Tasks: Support global customers and enhance their experience with our innovative iOS apps.
- Company: Join a fast-growing, family-founded tech company with a mission to revolutionise resource planning.
- Benefits: Enjoy top-tier health insurance, annual bonuses, free meals, and a vibrant work culture.
- Other info: Dynamic environment with opportunities for growth and collaboration in Lisbon.
- Why this job: Be the voice of Air Apps and make a real impact on user satisfaction and product improvement.
- Qualifications: 3+ years in customer support, strong communication skills, and a knack for problem-solving.
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 in London 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 in London
✨Tip Number 1
Get to know Air Apps! Research their products and values so you can speak their language during interviews. Show them you're genuinely excited about their mission to revolutionise resource management.
✨Tip Number 2
Practice your customer support skills! Think of real-life scenarios where you've helped someone solve a problem. Be ready to share these experiences, as they’ll show how you can deliver exceptional user experiences.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even refer you directly, which can give you a leg up in the application process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at Air Apps and ready to contribute to their exciting journey.
We think you need these skills to ace Customer Support Specialist in London
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about joining Air Apps and contributing to our mission. Share why you’re passionate about customer support and how you can make a difference.
Tailor Your Experience:Make sure to highlight your relevant experience in customer support, especially with tools like Zendesk. We love seeing how your background aligns with what we do, so don’t be shy about showcasing your skills and achievements that relate to the role!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so use simple language and avoid jargon. This will help us understand your qualifications quickly and easily, making it easier for us to see you as a great fit for the team.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re proactive and keen to join our team at Air Apps!
How to prepare for a job interview at Air Apps
✨Know Your Stuff
Before the interview, make sure you’re familiar with Air Apps and their products. Understand their mission to create an AI-powered Personal & Entrepreneurial Resource Planner. This will help you connect your experience in customer support to their goals and show that you’re genuinely interested.
✨Showcase Your Communication Skills
As a Customer Support Specialist, communication is key. Prepare examples of how you've effectively communicated with customers in the past, especially in challenging situations. Highlight your ability to convey technical information in a friendly and professional manner.
✨Be Ready to Troubleshoot
Since the role involves investigating technical issues, brush up on your troubleshooting skills. Think of specific instances where you identified root causes of problems and provided solutions. This will demonstrate your analytical thinking and problem-solving abilities.
✨Emphasise Team Collaboration
Air Apps values cross-functional teamwork, so be prepared to discuss how you’ve collaborated with other teams in previous roles. Share examples of how you’ve worked with engineering or marketing teams to improve customer experiences, as this will show you can thrive in a dynamic environment.
