Customer Support Specialist

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🕒 May 12

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NIR-YU

WebsiteLinkedInAll Job Openings

201 - 500 employees

🎯 Recruiter

👥 HR Tech

🏢 Enterprise

Recruitment • HR Tech • Enterprise

NIR-YU is a company dedicated to empowering small and medium enterprises (SMEs) by providing tailored nearshore staffing solutions. They focus on strategic recruitment of skilled nearshore professionals, offering cost-plus pricing for transparency and affordability. Their services include staff augmentation, staff leasing, talent acquisition, and employer of record (EoR), aimed at helping SMEs gain access to a skilled workforce from Latin America. By facilitating the hiring of remote talent and ensuring compliance with local regulations, NIR-YU allows businesses to enhance their teams with English-speaking professionals, optimize costs, and focus on growth strategies without the burden of setting up foreign entities.

📋 Description

• Deliver thoughtful, outcome‑focused support that prioritizes customer success over ticket volume. • Troubleshoot issues across Zendesk, APIs, integrations, and messaging workflows. • Support customers using telecom/CPaaS tools, including 10DLC, A2P messaging, and carrier‑related processes. • Collaborate with product and engineering teams to surface trends, escalate issues, and improve the customer experience. • Contribute to building and refining automated support workflows, leveraging AI and internal tooling. • Maintain clear, proactive communication with customers and internal teams.

🎯 Requirements

• 2–4 years in a customer support or technical support role, ideally in a SaaS startup environment. • Strong Zendesk proficiency. • Background in telecom or CPaaS (10DLC, A2P, carrier operations) strongly preferred. • Comfort diagnosing API, integration, and workflow issues. • Curiosity about AI, automation, and support tooling; experience with automated workflows is a plus. • A proactive, service‑oriented mindset - technically curious, communicative, and genuinely motivated to help customers succeed.