Customer Support Tools Specialist

SpainRemoteFull-Timemid

OtherSupport

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Quick Summary

Overview

Help Us Build The Future of Travel At Airalo, we're making it easier for people to stay connected wherever they travel. As the world's first eSIM store,

Technical Tools

OtherSupport

At Airalo, we're making it easier for people to stay connected wherever they travel. As the world's first eSIM store, we help millions of travelers access affordable mobile data in 200+ countries and regions around the world.

Today, we're a team of 400+ people across 60+ countries, building a product used by travelers every day. We've grown quickly, but we've worked hard to keep what matters: trust, ownership, and the freedom for people to do great work without unnecessary layers or bureaucracy.

We're fully remote by design, genuinely global, and united by a shared mission to make travel simpler for everyone.

Location: Remote, anywhere in Spain.
Contract: Full-time, permanent contrato indefinido via Deel (our employer of record in Spain).
Benefits: Learn more about our benefits here in this link - https://airalo-public.notion.site/Benefits-25396a97ffca81fb9bc1f0be479f1be3?pvs=74
Languages: English is our main working language day to day, so you'll need to be comfortable communicating in it both in meetings and async.

You'll be the day-to-day administrator of our customer support platform and the go-to person for how it's set up. Working closely with Support team leads, you'll turn their requests into clean, well-configured solutions — analyzing the underlying need, building workflows, automating manual steps, and keeping the system reliable and easy to use.

Administer and configure the platform day to day — forms, fields, views, triggers, automations, macros, SLAs, routing, business rules, and roles/permissions.

Gather requirements from the Support team and design workflows that reduce manual effort and improve efficiency.

Build and maintain integrations with other tools using native apps, REST APIs, and webhooks.

Keep data accurate and consistent — correct fields, tags, ticket types, and routing — so the team can trust the reporting built on top of it.

Test changes in a sandbox before rollout, troubleshoot issues and escalations (raising support requests with the platform vendor when needed), and keep clear documentation and SOPs.

Stay current on platform features and best practices.

Hands-on experience administering a customer support platform — Zendesk strongly preferred (around 1+ year is enough with clear results).

Workflow design and process improvement.

Strong analytical and problem-solving skills — able to turn a team lead's request into the right solution.

Integrations experience (native apps, REST APIs, webhooks).

Careful, methodical approach to change management.

Strong data-management mindset and attention to data quality.

Advanced English and clear communication.

Zendesk Support Administrator certification.

Experience with more than one support/CRM platform (e.g., Intercom, Freshdesk, Salesforce Service Cloud).

Experience in complex, multi-brand or multi-desk environments.

Basic familiarity with scripting/markup (e.g., JavaScript, HTML) for customizations.

Experience with workflow automation tools such as n8n, zappier or make

Bachelor's degree.

Prior experience in telecommunications; knowledge of eSIM and GSMA-related technologies and services.

Experience working multilingually or localizing support content.

We started Airalo to make staying connected effortless, wherever you are in the world. Today, millions of travelers rely on our eSIMs, and many of the people building the product were customers first.

Our team is united by a shared belief that great work happens when people are trusted to own what they do. As Airalo continues to grow, so do the opportunities to learn, take on new challenges, and make a real impact.

For many of our teammates in Spain, it's the combination of stability, flexibility, and genuine work-life balance that makes Airalo feel like home.

By applying, you acknowledge and agree that, in case of successful application, Airalo may request to run background checks as a condition for entering into an agreement with you. Rest assured that these checks will only occur upon your prior consent and at the end of the selection process, and will be strictly limited to what is allowed under the laws that are applicable to you. All data that you share or that we collect in connection with such checks will be processed in accordance with our Privacy Policy, available here: www.airalo.com/more-info/privacy-policy?srsltid=AfmBOooBT0rXAj1FaNelZ3VfN0wvhwzvAoxdtHnOKSVETpiSjiXVuycy

We sincerely thank all applicants in advance for submitting their interest in this opportunity. Airalo is an equal-opportunity employer and values diversity, equity & inclusion. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations upon request for individuals with disabilities throughout our job interview process.