Customer Support Tools Specialist

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, 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.

Your Next Destination

• 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.

Responsibilities

• 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.

Must Haves

• 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.

Nice To Have

• 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.