Customer Support Specialist

Air Apps seeks a Customer Support Specialist in Zürich to manage iOS app support, analyze user feedback, and drive service improvements through cross-functional collaboration.

This position serves as the primary point of contact for the global user base, focusing on delivering a consistent and high-quality experience across iOS applications. The role bridges customer feedback, product development, and operational goals by tracking satisfaction metrics and shaping strategies that refine the overall user journey.

Responsibilities

• Provide assistance to international users through various channels such as Zendesk and social media.
• Represent the company's brand by communicating with users in a professional and empathetic manner.
• Diagnose and resolve technical problems within iOS applications, pinpointing underlying causes and delivering prompt fixes.
• Document and forward software defects and product concerns with detailed, actionable information.
• Develop and oversee reports tracking customer satisfaction and experience metrics.
• Identify recurring patterns and trends to guide enhancements in product and service quality.
• Participate in developing strategies that elevate the standard of customer service.
• Work closely with engineering and marketing departments to optimize the complete user experience.
• Build and update internal documentation, knowledge base entries, and operational procedures.
• Balance competing priorities and manage several projects simultaneously in a fast-paced setting.

Requirements

• Possess at least three years of experience in customer support or a related field.
• Demonstrate strong proficiency in English; knowledge of other languages is advantageous.
• Have extensive experience using Zendesk, social media channels, and similar communication platforms.
• Maintain a solid grasp of iOS applications and the broader mobile ecosystem.
• Show capability to systematically troubleshoot technical issues and determine root causes.
• Exhibit excellent written communication skills with a keen eye for detail.
• Feel comfortable analyzing data, generating reports, and interpreting customer experience metrics.
• Be self-driven and capable of managing time and priorities autonomously.
• Handle multiple projects concurrently in a dynamic, fast-paced environment.
• Demonstrate an interest in customer experience trends and continuous improvement methodologies.
• Have experience with documentation and coordinating across teams (advantageous).
• Hold a Bachelor's degree in a relevant discipline or possess equivalent practical experience.

Nice to have

• Knowledge of additional languages.
• Prior experience with documentation and cross-team coordination.

What the company offers

• Access to Apple hardware for daily work tasks.
• An annual performance bonus.
• Comprehensive health and life insurance coverage.
• A transportation budget to assist with commuting costs.
• A Coverflex benefits package covering meal allowances, wellness, and other perks.
• Air Conference, an event for team collaboration and professional growth.
• A pension fund contribution for long-term financial security.
• An Urban Sports Club membership to support an active lifestyle.
• Complimentary meals provided at the office hub.

About the company

Air Apps is a family-founded company dedicated to developing the world's first AI-powered Personal & Entrepreneurial Resource Planner. Despite remaining self-funded, the company has achieved over 100 million downloads globally. The organization actively challenges industry norms by pushing the boundaries of AI-driven solutions and fostering a collaborative, in-person work environment.

• Family-founded company with a mission to innovate in AI-powered resource planning.
• Self-funded growth with over 100 million downloads worldwide.
• Challenges the status quo by pushing the boundaries of AI-driven solutions.
• Collaborative, in-person work environment with cross-functional teams.
• Open to supporting relocation efforts for the right candidate.