About Air Apps
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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.

The Role
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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
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• 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
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• Approximately 3+ years of experience in customer support or a similar role
• Proficiency in English; additional languages are a plus