Voicemod

Customer Support Specialist

Voicemod

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇪🇸 Spain

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Job Level

Mid-LevelSenior

Tech Stack

AndroidCloudiOSMacOS

About the role

  • Handle user requests through Zendesk (email/ticketing) with clarity, empathy, and consistency.
  • Investigate and troubleshoot user issues across Windows, macOS, mobile (Android & iOS), and consoles, following internal guidelines and best practices.
  • Escalate complex cases with clear context, reproduction steps, and relevant information.
  • Manage and follow up on shipping workflows related to Shopify, ShipBob and Amazon, such as incidents, payment questions, reshipments, cancellations, and edge cases.
  • Help keep non-ticket channels connected to support (e.g. Discord, Reddit, Canny, community platforms) properly tracked and addressed.
  • Collaborate with Product and Engineering by documenting issues clearly and sharing recurring patterns or user impact.
  • Spot patterns, propose improvements, and help us ship small changes that reduce ticket volume (macros, help center content, internal docs, workflows).
  • Contribute to improve Support workflow, metrics and weekly reporting (what’s happening, what’s trending, what’s breaking).

Requirements

  • 3+ years of experience in Customer Support / Customer Care / Technical Support roles.
  • Hands-on experience working with Zendesk or similar support platforms (e.g. Intercom, Kustomer, Freshdesk, Help Scout, Salesforce Service Cloud, Jira Service Management).
  • Experience working with e-commerce, billing, and sales platforms such as Amazon Seller Central, Xsolla, Paddle, ShipBob, Shopify, PayPal, RevenueCat, or similar tools, including understanding order flows, payments, subscriptions, and refunds.
  • A structured approach to problem-solving and user communication.
  • Confidence working with Windows, macOS, mobile and consoles environments.
  • Advanced English (C1 level or equivalent).
  • Ability to work closely with others and collaborate in a team-oriented environment.
  • Comfort working in dynamic contexts, where priorities may shift and not everything is fully defined from day one.
  • Strong sense of ownership and reliability when managing responsibilities and follow-ups.
  • Strong documentation mindset, with the ability to create, maintain, and continuously improve clear and up-to-date documentation for processes, workflows, and recurring issues.
  • Clear and proactive communication, especially when sharing context, progress, or recurring issues.
  • Willingness to learn, ask questions when needed, and adapt to evolving processes and tools.
Benefits
  • Flexible Working Hours
  • Remote Working
  • 23 vacation days
  • Anniversary Celebration Program
  • Generous Referral Program
  • Extra time off on demand
  • Wellbeing
  • Flexible Benefits Plan
  • Remote Stipend
  • Free English or Spanish lessons

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supporttechnical supportproblem-solvingdocumentationorder flowspaymentssubscriptionsrefundsticketing systemse-commerce
Soft skills
clarityempathycollaborationownershipreliabilityproactive communicationadaptabilityteam-orientedstructured approachwillingness to learn