Customer Support Specialist

Air Apps; Madrid; On-site; EUR 18,000 - 25,000; Full time

Benefits offered by this job

Apple hardware ecosystem for work.

Annual Bonus

Top-tier Health and Life Insurance for

Transportation Budget to support your

Coverflex benefits package for meal

Air Conference

Pension Fund

Urban Sports Club membership

Meals 100% free at the hub

Job summary

Air Apps is seeking a Customer Support Specialist to be the voice of Air Apps for our global user base, focusing on delivering a high-quality experience within our iOS apps. You will work with engineering and marketing to report issues, collect feedback, and drive product improvements.

You will manage multi-channel support, maintain documentation, and contribute to customer experience strategies while building strong relationships with customers and cross-functional teams.

Qualifications

• 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.

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.

Skills

Customer support

English

iOS knowledge

Data reporting

Education

Bachelor’s degree

Tools

Zendesk

Job description

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.

• 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. They 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.

Application Disclaimer

At Air Apps, we value transparency and integrity in our hiring process. Applicants must submit their own work without any AI-generated assistance. Any use of AI in application materials, assessments, or interviews will result in disqualification.

Important Notice

Air Apps does not partner with nor is represented by any recruiting agencies, staffing firms, or third-party recruiters in connection with our hiring efforts. All legitimate communication regarding Air Apps opportunities will come exclusively from an official @airapps.com email address. Additionally, all open positions are published only through our official careers platform, Ashby.

If you are contacted by anyone claiming to represent Air Apps from a different email domain, through a recruiting agency, or via a job posting source other than Ashby, please exercise caution. We do not accept unsolicited candidate submissions from agencies, and any such submissions will not be considered.

Compensation Range: €18K - €25K