Customer Support Specialist

TL;DR

Customer Support Specialist (iOS/AI): Act as the voice for global customers of AI-powered iOS planning apps, handling support across multiple channels with an accent on troubleshooting technical issues, escalating bugs, and analyzing trends. Focus on investigating root causes, generating reports on customer metrics, and collaborating cross-functionally to improve user experience and product strategies.

Location: Fully onsite in our Lisbon office. Open to support with relocation efforts.

Salary: €18K – €25K

Company

Family-founded company creating the world’s first AI-powered Personal & Entrepreneurial Resource Planner (PRP) with over 100 million downloads worldwide and offices in Lisbon and San Francisco.

What you will do

• Support global customers across Zendesk, social media, and other channels in a friendly, professional manner.
• Troubleshoot technical issues in iOS apps, identify root causes, and provide timely solutions.
• Escalate bugs and issues to engineering with clear documentation and actionable insights.
• Generate reports on customer experience metrics and monitor trends for product improvements.
• Contribute to customer experience strategies and collaborate with engineering and marketing teams.
• Create and maintain documentation, knowledge base articles, and internal processes.

Requirements

• Approximately 3+ years in customer support or similar role
• Proficiency in English; additional languages a plus
• Strong experience with Zendesk, social media, and customer communication tools
• Solid understanding of iOS applications and mobile ecosystems
• Ability to troubleshoot technical issues methodically
• Strong written communication, data handling, and multi-project management in fast-paced environment

Nice to have

• Experience with documentation and cross-team coordination
• Interest in customer experience trends
• Bachelor’s degree or equivalent practical experience

Culture & Benefits

• Top-tier health and life insurance, pension fund, and Coverflex benefits for meals and well-being.
• Transportation budget, Urban Sports Club membership, and 100% free meals at the hub.
• Annual bonus and Apple hardware ecosystem for work.
• Air Conference for team collaboration and growth.
• Diverse, inclusive workplace valuing transparency and integrity.