Customer Support Tools Specialist

TL;DR

Customer Support Tools Specialist (Zendesk/Integrations): Administer and configure a customer support platform to automate workflows, improve routing, and keep ticket data accurate with an accent on integrations via REST APIs and webhooks. Focus on designing process improvements, testing changes in a sandbox, and troubleshooting escalations while maintaining clear documentation and SOPs.

Company

hirify.global provides roaming-free connectivity for travelers.

What you will do

• Administer and configure the customer support platform day to day (forms, fields, views, triggers, automations, macros, SLAs, routing, and roles/permissions).
• Gather Support team requirements and design workflows that reduce manual effort and improve efficiency.
• Build and maintain integrations with other tools using native apps, REST APIs, and webhooks.
• Ensure data accuracy and consistency for fields, tags, ticket types, and routing so reporting remains reliable.
• Test changes in a sandbox, troubleshoot issues and escalations, and raise support requests with the platform vendor when needed; maintain documentation and SOPs.
• Stay current on platform features and best practices.

Requirements

• Hands-on experience administering a customer support platform; Zendesk strongly preferred (about 1+ year with clear results).
• Workflow design and process improvement experience.
• Strong analytical and problem-solving skills to translate team lead requests into the right solution.
• Integrations experience with native apps, REST APIs, and webhooks.
• Careful, methodical approach to change management.
• Advanced English and clear communication (advanced level required).

Culture & Benefits

• Remote-first role with a work-from-anywhere stipend.
• Health insurance.
• Annual wellness and learning credits.
• Annual all-expenses-paid company retreat.

Hiring process

• First call with Talent to align on the salary range based on location.
• Subsequent interviews to evaluate platform administration, integrations, and workflow/process improvement experience.

Location: Remote-first (Spain tier salary range)

Salary: €58,400 - €75,000 (Spain)