airapps - Customer Support Specialist

London, London Metropolitain Area, UK€18k - €25k6mo ago

In Office Mid EMEA Customer Success Manager Zendesk Reporting Documentation

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

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

Benefits

• Apple hardware ecosystem for work. • 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.