Triage and manage customer support tickets in Jira or other internal systems.
Execute assigned support workflows according to Simbe SOPs and internal processes.
Review ticket context, customer requests, internal notes, and relevant system information to determine next steps.
Help resolve common support requests such as:
traversal schedule changes,
customer-requested updates,
map or remap-related requests,
follow-up on missed or degraded traversals,
support cases requiring coordination across internal teams.
Document actions taken clearly so each ticket has accurate, useful context.
Keep tickets organized, current, and moving toward resolution.
Escalate issues to the right internal team when they cannot be resolved through the documented support workflow.
Identify repeated themes, unclear SOPs, or opportunities to improve internal support processes.
Partner with the Customer Support lead to maintain a responsive, reliable customer support operation.
Communicate blockers clearly and proactively.

2+ years of experience in customer support operations, technical support, support coordination, operations, or a similar ticket-based role.
Strong experience working in Jira, Zendesk, Salesforce Service Cloud, Freshdesk, Linear, or another ticketing/workflow system.
Excellent written communication and documentation skills.
High attention to detail and ability to keep many small operational tasks organized.
Comfortable following SOPs and working through checklists.
Able to identify when an issue is routine versus when it needs escalation.
Comfortable working with technical or semi-technical products, even if not deeply technical.
Able to ramp quickly in a fast-moving environment.
Strong ownership mindset: keeps tickets moving, follows up, and does not let issues sit without a clear next step.

Customer Support Operations Consultant

Key skills