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: airapps
At Air Apps, we pride ourselves on being an innovative and inclusive employer, dedicated to redefining resource management through cutting-edge AI solutions. Our Lisbon office offers a vibrant work culture where collaboration thrives, supported by comprehensive benefits such as top-tier health insurance, annual bonuses, and a focus on employee growth through initiatives like the Air Conference. Join us in a dynamic environment that values your contributions and fosters personal and professional development.
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 another candidate, but someone who truly connects with 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
Don’t forget to apply through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, we love seeing candidates who take that extra step!
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 shine through! We want to see how your passion aligns with our mission at Air Apps. Share why you’re excited about helping users and improving their experience.
Tailor Your Experience:Make sure to highlight your relevant experience in customer support, especially with tools like Zendesk. We love seeing how your background fits into the role, so don’t be shy about showcasing your skills and achievements!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and free of jargon. This will help us understand your qualifications quickly and effectively.
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 you’re keen on joining our team at Air Apps!
How to prepare for a job interview at airapps
✨Know the Company Inside Out
Before your interview, take some time to research Air Apps thoroughly. Understand their mission, products, and recent developments. This will not only show your enthusiasm but also help you tailor your answers to align with their values and goals.
✨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.
✨Familiarise Yourself with Zendesk and iOS Apps
Since the role involves using Zendesk and troubleshooting iOS applications, brush up on these tools. If you have any experience with similar platforms, be sure to mention it. Showing that you’re comfortable with the tech they use will give you an edge.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, customer experience strategies, or how they measure success in this role. This demonstrates your genuine interest in the position and helps you assess if it’s the right fit for you.
