Global iOS Support Specialist | Customer Experience

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

Benefits offered by this job

Annual Bonus

Health and Life Insurance

Transportation Budget

Coverflex benefits package

Air Conference

Pension Fund

Urban Sports Club

Meals 100% free at the hub

Job summary

Air Apps is seeking a Customer Support Specialist to serve our global iOS users, ensuring top‑tier experiences across channels. You will partner with engineering and marketing to report issues, share insights, and drive product improvements while delivering friendly, human‑centered service.

The role emphasizes data‑driven support, cross‑team collaboration, and ongoing process improvements in a fast‑paced environment.

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.
• 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

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

English proficiency

Zendesk experience

iOS knowledge

Data reporting

Time management

Cross-functional collaboration

Education

Bachelor’s degree in a relevant field

Tools

Zendesk

Social media platforms

Job description

Air Apps is seeking a Customer Support Specialist to serve our global iOS users, ensuring top‑tier experiences across channels. You will partner with engineering and marketing to report issues, share insights, and drive product improvements while delivering friendly, human‑centered service.

The role emphasizes data‑driven support, cross‑team collaboration, and ongoing process improvements in a fast‑paced environment.