The Role:
We’re looking for a support professional who genuinely loves helping customers succeed - not just closing tickets. You’ll thrive here if you’re proactive, technically curious, and energized by solving real problems across APIs, messaging workflows, and SaaS tools. This role is ideal for someone who brings 2–4 years of hands‑on support experience, knows their way around Zendesk, and is excited by the worlds of telecom/CPaaS, automation, and AI‑driven support. If you’re the kind of person who digs in, communicates clearly, and cares deeply about outcomes, you’ll fit right in.
Responsibilities:
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.
Requirements:
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.
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