Customer Support Specialist
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Job Description
Customer Support Specialist managing user inquiries and support operations at Voicemod. Investigating issues and collaborating with teams for effective solutions to enhance user experience.
Responsibilities:
- 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
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