Customer Support Specialist

Voicemod; A distancia; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

A leading audio technology company in Spain is looking for a Customer Support Specialist to enhance user experience through clear communication and support. You'll manage user requests and collaborate with the team to streamline workflows across multiple platforms. The ideal candidate has 3+ years of customer service experience, proficiency in Zendesk, and strong English skills. Enjoy flexible working hours, remote options, and generous vacation days while contributing to a creative team culture.

Servicios

Flexible working hours

Remote working options

23 vacation days

Health insurance

Remote stipend

Free English or Spanish lessons

Formación

• 3+ years of experience in Customer Support roles.
• Experience working with Zendesk or similar support platforms.
• Confidence working with Windows, macOS, mobile and consoles.

Responsabilidades

• Handle user requests through Zendesk with clarity and empathy.
• Investigate and troubleshoot user issues across multiple platforms.
• Manage shipping workflows related to e-commerce platforms.

Conocimientos

Customer service experience

Problem-solving skills

Empathy

Advanced English

Documentation skills

Team collaboration

Herramientas

Zendesk

Windows

macOS

Shopify

Descripción del empleo

About Voicemod ✨

At Voicemod, our mission is to enable people to supercharge their voice wherever they communicate, fostering self-expression and belonging. We create audio tools that let gamers, streamers, and content creators shape their online identity with voice changers, soundboards, and real-time effects. Millions of people use Voicemod every day to enhance their interactions and have fun.

We’re a team of 90+ people working remotely or from our Valencia HQ or our coworking space in Barcelona. We’re passionate about pushing the boundaries of audio and building products that make digital spaces more expressive and playful. At Voicemod, we care deeply about our people and users — if you share our passion, we’d love to meet you!

Our Values 💜

At Voicemod, our values are more than just words — they shape how we work every day:

🚀 Be Brave – Courage drives progress. 🏆 Show Ownership and Accountability – Impact begins with ownership. 🎸 Embrace Passion at Play – Passion builds success. 🤝 Grow Together – Go further by growing together.

About the Role 💡

We’re looking for a Customer Support Specialist to join our User Support team and play a key role in the day-to-day experience of our users. In this role, you’ll work closely with the Support Lead and the rest of the team, handling user requests, supporting payment-related workflows, handling shipping processes and contributing to the smooth operation of our support systems across different platforms and ecosystems.

The goal of this role is to strengthen our core support function, reduce operational friction, and help the team handle user issues clearly, consistently, and at scale.

Important note on location & schedule

This position requires the candidate to be located within ±3 hours of the Central European Time (CET) zone. This is mandatory due to the level of collaboration required with the team.

It is a full-time position. The regular schedule will be Monday to Friday. During the onboarding period, the schedule will temporarily be from 9:00 to 18:00 to ensure proper training and close collaboration with the team.

What You’ll Do 🎯

Core support

• 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.

Payments & support operations

• 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.

Improve the system

• 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).

What You’ll Need ✅

• 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). You’ll use it daily with users and internally.

• 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.

• A minimum C1 level in English is required. We assess communication skills during interviews.

Nice to Have 🌟

• Familiarity with JIRA or similar tools used to collaborate with Product and Engineering teams.

• Experience working with support tools beyond day-to-day ticket handling (for example, contributing to workflows, triggers, macros, views, or internal documentation).

• Interest in creator tools, gaming, or user-facing consumer products.

Hiring Process ⚙️

• 1️⃣ Talent Acquisition Call – Focus on communication, motivation, English level, timezone fit, and overall alignment with the role (Up to 60 min).

• 2️⃣ Hiring Manager Interview – Deep dive into experience, ways of working, ownership, prioritization, and real support scenarios (Up to 60 min).

• 3️⃣ Support case interview / live simulation – Practical discussion of real or simulated support situations with members of the Support team (Up to 60 min).

⚡ Don't meet 100% of the criteria?

Studies show that many people—especially from underrepresented backgrounds—tend to apply only when they meet every requirement. At Voicemod, we value potential and learning capacity. If you match at least 75% of the requirements, we encourage you to apply—skills can be developed, and we’d love to hear from you.

Important for Applicants 📝

• Depending on the role, a minimum of B2 or C1 English is required. We assess communication skills during interviews.

• Video interviews: Cameras on, no virtual backgrounds. We use Googe Meets.

• Timezone: Most of our jobs require people to be based in a country within a ±2 hour range from Central European Time (CET/CEST).

• Work location transparency: Be upfront about where you'll work from — we value honesty!

Why You’ll Love Working at Voicemod ❤️

• Flexible Working Hours ⏰ – Adapt your job to your lifestyle. You do you!

• Remote Working 🌍 – Choose to work from home, our Valencia HQ, or the coworking space in Barcelona.

• 23 vacation days 🌴 – Plus an extra week off in August and your birthday.

• Anniversary Celebration Program 🎉 – Unlock extra days off, volunteering days, or time to enjoy unique experiences as you reach work milestones.

• Generous Referral Program 💼 – Earn rewards for helping us find and hire amazing talent.

• Extra time off on demand ⏳ – For those tough moments when you need a break.

• Wellbeing 🏥 – Paid sick leave, maternity/paternity leave, and healthcare insurance.

• Flexible Benefits Plan 💳 – Available for employees based in Spain, allowing you to optimize part of your salary (e.g., meals, transport, childcare) and save a significant amount of money each year.

• Remote Stipend 💸 – To cover remote working costs.

• Free English or Spanish lessons 📚 – From beginner to advanced levels.

Want to know more about us? 🔎

Youtube | Careers Page | Glassdoor | Blog | Medium | Twitter | Instagram | Linkedin | TikTok | Facebook

If you haven't used Voicemod yet, you can download it here!