Customer Support Specialist (Ticket Ops / Triage) - 63925288841

somewhere; Deutschland; Remote; EUR 42.000 - 64.000; Vollzeit

Zusammenfassung

somewhere is building a dedicated customer support function across regions, starting with the Philippines and using Freshdesk as the hub. This Senior/Lead role shapes ticket triage, routes tickets, coaches agents, and helps the team move tickets to resolution.

You will monitor queues, write clear responses, develop templates, and collaborate with leadership to improve processes and automation. Flexible hours and remote full-time work with coverage for North American and European time zones.

Qualifikationen

• 2+ years in customer support (Senior/Lead: 4+ years)
• Excellent written English with strong grammar and attention to detail
• Hands-on experience with a helpdesk/ticketing platform (Freshdesk preferred)
• Flexible on working hours to support North American and European coverage
• Reliable home office setup and stable internet

Aufgaben

• Monitor and manage the Freshdesk queue, categorize, prioritize, and route tickets
• Write clear, accurate, well-structured responses under client brands
• Own tickets end-to-end where appropriate and help resolve issues
• Build and maintain templates, macros, and knowledge-base content
• Design triage and routing workflows and set quality standards (Senior/Lead)
• Mentor and QA intermediate agents and report on ticket trends to leadership

Kenntnisse

Customer support

Ticketing systems

English proficiency

Problem solving

Flexible hours

Tools

Freshdesk

Zendesk

Intercom

HubSpot

Jobbeschreibung

Customer Support Specialist — Ticket Operations & Triage

Location / Employment Details

• Full-time, remote
• Schedule: flexible; coverage spans Canadian and European time zones. Hours may shift as the function is defined, so scheduling flexibility is essential.

About the Role

Our connectivity and back-office operations generate a high and growing volume of customer and partner tickets across Canada, Europe, and other regions. Today the team is buried in volume — often processing tickets rather than fully resolving what the customer actually needs, and not always speaking to customers directly.

This role exists to fix that. We are standing up a dedicated customer support function in the Philippines, built to be structured, responsive, and eventually augmented by automation and AI, with Freshdesk as the current hub. This is a founding team. The Senior/Lead hire helps design how tickets are triaged and routed and coaches the agents beneath them; Intermediate agents own resolution and keep the queue moving. Everyone here is helping build the department, not stepping into a finished one.

Key Responsibilities

Ticket Management & Triage

• Monitor and manage the Freshdesk queue; categorize, prioritize, and route tickets to the right people
• Ensure nothing falls through the cracks and response/resolution targets are met
• Own tickets end-to-end where appropriate rather than simply passing them along

Customer Communication

• Write clear, accurate, well-structured responses under our clients' brands
• Actually resolve issues rather than just acknowledging them
• Maintain a professional, consistent voice across every interaction

Process & Continuous Improvement

• Build and maintain templates, macros, canned responses, and knowledge-base content
• Identify recurring issues and propose stop-gaps and fixes
• Help lay the groundwork for a more automated support model over time

Team & Workflow Leadership (Senior / Lead only)

• Design triage and routing workflows and set quality standards
• Mentor and QA intermediate agents
• Report on ticket volume, trends, and resolution performance to leadership

Required Qualifications

• Intermediate: 2+ years in customer support; Senior/Lead: 4+ years with some lead or senior scope
• Hands-on experience with a helpdesk / ticketing platform (Freshdesk strongly preferred; Zendesk, Intercom, or HubSpot acceptable)
• Excellent written English with strong grammar and a high bar for detail
• Genuinely comfortable with technology — learns new tools quickly and troubleshoots within them rather than getting stuck
• Flexible on working hours to support North American and European coverage
• Reliable home office setup and stable internet

Preferred Qualifications

• SaaS support background (understands layered templates and product-based support)
• Experience building or scaling a support function or new department
• Exposure to automation or AI-assisted support tooling
• Familiarity with field services, telecom / connectivity, or logistics support

Ideal Candidate Profile

You are highly detail-oriented — you route correctly, catch errors, and never send sloppy work. You are proactive and resourceful, more likely to build a solution than wait for one. You are comfortable with ambiguity and shifting hours in a function that is still being defined. You communicate clearly and stay calm under volume, and you treat the queue like it is your own.