Customer Support Tools Specialist

Alo! Airalo is the world’s first eSIM store that helps people connect in over 200+ countries and regions across the globe. We are building the next digital service that revolutionizes the telecom industry. We are a travel-tech company and an equal-opportunity environment that values and executes diversity, inclusion, and equity. Our team is spread across 50+ countries and six continents. What glues us together is our commitment to changing the way you connect.

Check out more information about Airalo in our Public Handbook: https://airalo-public.notion.site/airalo-public-handbook

We hope that you care deeply about the quality of your work, the intrinsic worth of tasks, and the success of your team. You are self-disciplined and do not require micromanagement in terms of your skillset and work ethic. You do your best to flourish as an individual every day while working hard to foster a collaborative team environment. You believe in the importance of being — and staying — authentic, honest, positive, and kind. You are a good interlocutor with clear and concise communication. You are able to manage multiple projects, have an analytical mind, pay keen attention to detail, and love to get your hands dirty. You are cognizant, tolerant, and welcoming of vulnerabilities and cultural differences.

Position: Full-time / Employee

Location: Remote-first

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

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.