Customer Support Specialist

📋 Description

• Provide insightful, results-driven support that emphasizes customer success rather than ticket volume.

• Diagnose issues related to Zendesk, APIs, integrations, and messaging workflows.

• Assist customers utilizing telecom/CPaaS solutions, which include 10DLC, A2P messaging, and carrier-associated processes.

• Work collaboratively with product and engineering teams to identify trends, escalate concerns, and enhance the customer experience.

• Aid in the creation and refinement of automated support processes, utilizing AI and internal tools.

• Ensure transparent, proactive communication with both customers and internal teams.

⛳️ Requirements

• 2–4 years of experience in a customer support or technical support position, preferably within a SaaS startup.

• Excellent proficiency in Zendesk.

• Experience in telecom or CPaaS (10DLC, A2P, carrier operations) is highly desirable.

• Ability to troubleshoot API, integration, and workflow challenges.

• Interest in AI, automation, and support tooling; familiarity with automated workflows is advantageous.

• A proactive, service-oriented attitude - technically inquisitive, communicative, and genuinely passionate about assisting customers in achieving success.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Opportunities for professional development and growth.

• A collaborative and inclusive company culture.