{"id":1308949,"url":"https://alion.io/job/airapps-customer-support-specialist-2","title":"Customer Support Specialist","company":{"id":3822995,"name":"Air Apps","domain":"airapps.co","url":"https://alion.io/company/airapps","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":91,"open_postings":422,"ghost_share":0.069,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":106,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Munich, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":18000,"max":25000,"currency":"EUR","period":"year","gross":null,"usd_annual":28546},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-04-27T16:11:09Z","employer_posted_date":"2026-04-27","last_verified_at":"2026-10-12T22:17:15Z","board_verified":true,"closed_at":null,"days_open":168,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":167},"description":"About Air Apps\nAt 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.\nOur 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.\nJoin us on this journey to redefine resource management and change lives along the way.\nThis is a fully onsite position, based at our office in Lisbon, where you will collaborate closely with cross-functional teams in person and contribute to a dynamic and fast-paced environment. We are open to support with relocation efforts.\n\nThe Role\nAs 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.\nThey 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.\nResponsibilities\nSupport global customers across multiple channels, including Zendesk, social media, and other communication platforms\n\nCommunicate with users in a friendly, professional, and human-centered way, representing the company’s voice\n\nInvestigate and troubleshoot technical issues within iOS apps, identifying root causes and providing timely solutions\n\nEscalate bugs and product issues with clear documentation and actionable insights\n\nGenerate and manage reports on customer experience metrics and satisfaction levels\n\nMonitor trends and recurring issues to inform product and customer experience improvements\n\nContribute to customer experience strategies and initiatives that elevate service quality\n\nCollaborate cross-functionally with engineering and marketing teams to improve the end-to-end user experience\n\nCreate and maintain documentation, knowledge base articles, and internal processes\n\nManage multiple projects and priorities effectively in a dynamic environment\n\nRequirements\nApproximately 3+ years of experience in customer support or a similar role\n\nProficiency in English; additional languages are a plus\n\nStrong experience with Zendesk, social media platforms, and other customer communication tools\n\nSolid understanding of iOS applications and mobile ecosystems\n\nAbility to troubleshoot technical issues and identify root causes methodically\n\nStrong written communication skills with attention to detail\n\nComfortable working with data, reporting, and customer experience metrics\n\nSelf-motivated and able to manage time and priorities independently\n\nAbility to handle multiple projects simultaneously in a fast-paced environment\n\nInterest in customer experience trends and continuous improvement practices\n\nExperience with documentation and cross-team coordination is a plus\n\nBachelor’s degree in a relevant field or equivalent practical experience\n\nWhy Join Air Apps?\nApple hardware ecosystem for work.\n\nAnnual Bonus\n\nTop-tier Health and Life Insurance for peace of mind.\n\nTransportation Budget to support your commute needs.\n\nCoverflex benefits package for meal allowances, well-being, and more.\n\nAir Conference - an opportunity to meet the team, collaborate, and grow together.\n\nPension Fund to support your long-term financial planning.\n\nUrban Sports Club membership to keep you active.\n\nMeals 100% free at the hub.\n\nDiversity & Inclusion\nAt 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.\nApplication Disclaimer\nAt 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.","description_format":"text","description_chars":4633,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Office & Productivity Software","Consumer & Utility Software"],"lifecycle":[{"event":"open","at":"2026-09-26T15:18:27Z"}],"visa":[],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.353,"p_room":0.36,"age_days":167,"expected_fill_days":106,"reasons":["conf:1","evergreen","win:tail","crowd:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":{"stated_usd_annual":28546,"is_top_pay":false},"html_url":"https://alion.io/job/airapps-customer-support-specialist-2","json_url":"https://alion.io/job/airapps-customer-support-specialist-2.json","meta":{"generated_at":"2026-10-12T23:05:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":37887,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3822995},"rest":"https://alion.io/mcp/rest/get_company?id=3822995"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fairapps-customer-support-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fairapps-customer-support-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fairapps-customer-support-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/airapps-customer-support-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fairapps-customer-support-specialist-2"}]}