Customer Support Tools Specialist

This is a fully remote position, open to applicants in Spain.

📋 Description

• Oversee and configure the platform on a daily basis — including forms, fields, views, triggers, automations, macros, SLAs, routing, business rules, and roles/permissions.

• Collect requirements from the Support team and create workflows that minimize manual tasks and enhance efficiency.

• Develop and maintain integrations with other tools utilizing native applications, REST APIs, and webhooks.

• Ensure data accuracy and consistency — verifying fields, tags, ticket types, and routing — to enable the team to rely on the reporting derived from it.

• Conduct tests in a sandbox environment prior to deployment, troubleshoot issues and escalations (including raising support requests with the platform vendor when necessary), and maintain comprehensive documentation and SOPs.

• Keep updated on platform features and best practices.

⛳️ Requirements

• Practical experience in administering a customer support platform — with a strong preference for Zendesk (approximately 1+ year of experience with demonstrated results).

• Workflow design and process enhancement capabilities.

• Excellent analytical and problem-solving abilities — capable of transforming a team lead's request into an effective solution.

• Experience with integrations (native applications, REST APIs, webhooks).

• Careful and systematic approach to change management.

• Strong data management skills and a focus on data quality.

• Proficient in English with effective communication skills.

🏝️ Benefits

• Health Insurance

• Work-from-anywhere stipend

• Annual wellness & learning credits

• Annual all-expenses-paid company retreat in a beautiful location & additional benefits