At Airalo, we're making it easier for people to stay connected wherever they travel. As the world's first eSIM store, we help millions of travelers access affordable mobile data in 200+ countries and regions around the world.
Today, we're a team of 400+ people across 60+ countries, building a product used by travelers every day. We've grown quickly, but we've worked hard to keep what matters: trust, ownership, and the freedom for people to do great work without unnecessary layers or bureaucracy.
We're fully remote by design, genuinely global, and united by a shared mission to make travel simpler for everyone.
Your Next Destination- Location: Remote, anywhere in Spain.
- Contract: Full-time, permanent contrato indefinido via Deel (our employer of record in Spain).
- Benefits: Learn more about our benefits here in this link - https://airalo-public.notion.site/Benefits-25396a97ffca81fb9bc1f0be479f1be3?pvs=74
- Languages: English is our main working language day to day, so you'll need to be comfortable communicating in it both in meetings and async.
Responsibilities
- Administer and configure the platform day to day — forms, fields, views, triggers, automations, macros, SLAs, routing, business rules, and roles/permissions.
- Gather requirements from the Support team and design workflows that reduce manual effort and improve efficiency.
- Build and maintain integrations with other tools using native apps, REST APIs, and webhooks.
- Keep data accurate and consistent — correct fields, tags, ticket types, and routing — so the team can trust the reporting built on top of it.
- Test changes in a sandbox before rollout, troubleshoot issues and escalations (raising support requests with the platform vendor when needed), and keep clear documentation and SOPs.
- Stay current on platform features and best practices.
Must Haves
- Hands-on experience administering a customer support platform — Zendesk strongly preferred (around 1+ year is enough with clear results).
- Workflow design and process improvement.
- Strong analytical and problem-solving skills — able to turn a team lead's request into the right solution.
- Integrations experience (native apps, REST APIs, webhooks).
- Careful, methodical approach to change management.
- Strong data-management mindset and attention to data quality.
- Advanced English and clear communication.
Nice To Have
- Zendesk Support Administrator certification.
- Experience with more than one support/CRM platform (e.g., Intercom, Freshdesk, Salesforce Service Cloud).
- Experience in complex, multi-brand or multi-desk environments.
- Basic familiarity with scripting/markup (e.g., JavaScript, HTML) for customizations.
- Experience with workflow automation tools such as n8n, zappier or make
- Bachelor's degree.
- Prior experience in telecommunications; knowledge of eSIM and GSMA-related technologies and services.
- Experience working multilingually or localizing support content.
Why People Join Us In Spain
We started Airalo to make staying connected effortless, wherever you are in the world. Today, millions of travelers rely on our eSIMs, and many of the people building the product were customers first.
Our team is united by a shared belief that great work happens when people are trusted to own what they do. As Airalo continues to grow, so do the opportunities to learn, take on new challenges, and make a real impact.
For many of our teammates in Spain, it's the combination of stability, flexibility, and genuine work-life balance that makes Airalo feel like home.
Before You Hit ApplySkills Required
- Hands-on experience administering a customer support platform (around 1+ year)
- Zendesk experience (strongly preferred)
- Workflow design and process improvement
- Strong analytical and problem-solving skills
- Integrations experience (native apps, REST APIs, webhooks)
- Careful, methodical approach to change management
- Strong data-management mindset and attention to data quality
- Advanced English and clear communication
- Zendesk Support Administrator certification
- Experience with other support/CRM platforms (Intercom, Freshdesk, Salesforce Service Cloud)
- Experience in complex, multi-brand or multi-desk environments
- Basic familiarity with scripting/markup (JavaScript, HTML) for customizations
- Experience with workflow automation tools such as n8n, Zapier or Make
- Bachelor's degree
- Prior experience in telecommunications; knowledge of eSIM and GSMA-related technologies and services
- Experience working multilingually or localizing support content
What We Do
Bringing you pain-free connectivity while you travel. As travelers ourselves, we’ve faced the painful situations of not finding Wi-Fi, losing the SIM card you’ve carefully taped to the back of your phone, and the horror of coming home to an unexpected roaming bill. We believe that in today’s modern world, connectivity and freedom should be accessible to all. Airalo is here to take away the pain and stress of researching and seeking out the best roaming deal. We’re here to let everyone stay connected globally while keeping it simple and pain-free. Airalo is the world’s first eSIM store for travelers to access over 200+ eSIMs at the most affordable, local rates from around the world, all via eSIM-compatible smartphone, tablet, or PC. Airalo offers you both connectivity and freedom - you’ll never have to carry multiple SIM cards or change your number again, no matter where you are in the world.
