Customer Support Specialist (AI)

Air Apps is a fast-growing startup that is building innovative AI-powered apps that help people learn, communicate, and connect. Our flagship product is Hello AI, a revolutionary chatbot app that uses state-of-the-art natural language processing and machine learning algorithms to help users learn new languages, improve their writing skills, and have engaging conversations.

We are looking for a talented and enthusiastic Customer Support Specialist to join our team and help us provide excellent customer service to our users.

As a Customer Support Specialist at Air Apps, you will work closely with our users to troubleshoot issues, answer questions, and provide feedback to our product team.

Responsibilities:

• Respond to user inquiries via email, chat, and social media in a timely and professional manner.
• Troubleshoot technical issues related to our app, including bugs, errors, and performance problems.
• Provide guidance and support to users on how to use our app effectively and efficiently.
• Identify and escalate user feedback and issues to our product and engineering teams.
• Work with our product team to document and communicate user feedback, suggestions, and feature requests.
• Collaborate with our marketing and sales teams to support user acquisition and retention efforts.
• Continuously monitor and analyze user feedback and metrics to identify areas for improvement and optimization.
• Develop and maintain support documentation, knowledge base articles, and FAQs to help users resolve issues independently.
• Contribute to the development and implementation of customer support processes and procedures.

Your opportunity

We offer a fully remote, results-driven work style that enhances productivity and quality, providing excellent work-life balance. We also have great opportunities to connect within our international team through coffee calls, team meetings, and hackathons.

• Proven startup with significant ambitions
• Highly competitive salary and bonuses
• Flexible work environment, 100% remote
• Apple hardware environment
• USD100.00 Monthly allowance (Home office, Learning, Wellness)
• USD350.00 Home office set up
• Get-together: next is in May 2023 → Berlin, Germany

Statutory benefits

• Health insurance (or your country's standard)
• 24 Annual vacation days (or your country's standard)
• 10 days sick leave (or your country's standard)
• 4 weeks parental leave (or your country's standard)
• National holidays (or your country's standard)
• Plus any other statutory benefit in your country

Requirements

You aspire to join an energetic team in a fast-growing startup to grow products at scale. Your desired skills and experience include:

• Bachelor's degree in a related field or equivalent work experience.
• 2+ years of experience in customer support or a related field.
• Excellent written and verbal communication skills, with a strong ability to explain complex technical concepts in simple terms.
• Strong problem-solving and analytical skills, with a proven ability to troubleshoot technical issues and provide effective solutions.
• Strong empathy and customer service skills, with a proven ability to handle user complaints and feedback with patience and professionalism.
• Strong collaboration and teamwork skills, with a proven ability to work effectively with cross-functional teams and stakeholders.
• Familiarity with customer support tools and software such as Zendesk, Intercom, or Freshdesk.
• Familiarity with social media platforms and their use in customer support.
• Familiarity with basic programming concepts and terminology is a plus.
• Excellent time management and organizational skills, with a proven ability to handle multiple tasks and priorities in a fast-paced and dynamic environment.

Teamwork

The job requires operating in small teams in a highly dynamic and remote environment. Working remotely means that you need to, at least, manage one person - yourself. You must be able to, including but not limited to:

• Work effectively with multi-functional and international teams
• Work highly collaborative, without any micro-management necessary
• Use Slack and other remote communication/reporting tools
• Implement and structure a remote working routine
• Discipline and manage yourself
• Communicate heavily about statuses and issues
• Combine work and life in a healthy and productive flow
• Juggle multiple projects at the same time
• Work agile and fast, very fast
• Receive and provide constructive feedback
• Emb