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Customer Support Tools Specialist

14 hours, 11 minutes ago
Spain
Full-time
Junior
Customer Support
Customer and Technical Support
HTML JavaScript REST API
Apply Now
Airalo

Airalo

Airalo is the world's first eSIM store offering travelers access to eSIMs in 200+ countries & regions at affordable prices. With Airalo, travelers can manage their eSIMs, top up on the go, and enjoy pain-free connectivity while traveling. Say goodbye t...

Airlines
51-250
Founded 2019
$67M raised
View All Jobs 20

Description

  • Administer and configure the customer support platform day to day, including forms, fields, views, triggers, automations, macros, SLAs, routing, business rules, and roles/permissions.
  • Gather requirements from Support team leads and design workflows that reduce manual effort and improve efficiency.
  • Build and maintain integrations with other tools using native apps, REST APIs, and webhooks.
  • Maintain accurate and consistent data so reporting and operations remain reliable.
  • Test changes in a sandbox before rollout, troubleshoot issues and escalations, and raise vendor support requests when needed.
  • Document platform processes and maintain clear SOPs.
  • Stay current on platform features and best practices.

Requirements

  • Hands-on experience administering a customer support platform, with Zendesk strongly preferred and around 1+ year of experience acceptable if results are clear.
  • Experience designing workflows and improving processes.
  • Strong analytical and problem-solving skills to translate team needs into the right solution.
  • Experience with integrations using native apps, REST APIs, and webhooks.
  • Careful and methodical approach to change management.
  • Strong data-management mindset and attention to data quality.
  • Advanced English and clear communication skills.
  • Zendesk Support Administrator certification is preferred.
  • Experience with more than one support or CRM platform, such as Intercom, Freshdesk, or Salesforce Service Cloud, is preferred.
  • Basic familiarity with scripting or markup such as JavaScript or HTML is preferred.
  • Experience with workflow automation tools such as n8n, Zapier, or Make is preferred.
  • Bachelor's degree is preferred.
  • Prior experience in telecommunications, eSIM, or GSMA-related technologies and services is preferred.
  • Experience working in multilingually or localizing support content is preferred.
  • Ability to work remotely from anywhere in Spain on a full-time, permanent contrato indefinido via Deel.
  • English proficiency sufficient for meetings and async communication is required.

Benefits

  • Remote work from anywhere in Spain.
  • Full-time, permanent contrato indefinido via Deel.
  • Access to Airalo's benefits package.
  • Opportunity to work for a global, fully remote company serving millions of travelers.
  • Stability, flexibility, and genuine work-life balance.
  • Opportunity to learn, take on new challenges, and make a real impact.
  • Inclusive, equal-opportunity workplace with reasonable accommodations available upon request.

Interested in this position?

Apply directly on the company website

Apply Now

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