**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 l**ocated 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** ------------------ * **Talent Acquisition Call** – Focus on communication, motivation, English level, timezone fit, and overall alignment with the role (Up to 60 min). * **Hiring Manager Interview** – Deep dive into experience, ways of working, ownership, prioritization, and real support scenarios (Up to 60 min). * **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****!**