Customer Support Tools Specialist

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Airalo

WebsiteLinkedInAll Job Openings

51 - 200 employees

📡 Telecommunications

Telecommunications • Technology • Travel

Airalo is the world's first eSIM store that provides digital SIM cards (eSIMs) to travelers in over 200 countries and regions globally. The company offers an innovative solution to avoid high roaming charges by allowing users to purchase and activate eSIMs via its app, ensuring instant connectivity without the need for physical SIM cards. Airalo caters to various travelers by providing local, regional, and global eSIMs with transparent, prepaid pricing plans, supported by 24/7 customer service. The platform also supports partnership through APIs and offers incentives such as referral credits. Airalo represents a modern approach to global mobile connectivity, making it an essential tool for frequent travelers.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Health Insurance • work-from-anywhere stipend • annual wellness & learning credits • annual all-expenses-paid company retreat in a gorgeous destination & other benefits