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.

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.

Customer Support Specialist

Key skills