Customer Support Specialist

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