Helpdesk Coordinator (Bilingual EN/ES)
Zamna
Remote
Helpdesk Coordinator (Bilingual EN/ES)
Zamna is a fast-growing travel technology company helping airlines automate travel document verification before passengers arrive at the airport.
We provide instant, automated clearance decisions against live government rules, helping airlines reduce manual document checks, improve compliance, and improve the passenger experience globally.
To date, Zamna has powered over 80 million checks across 250+ countries and 20,000 document types. Our privacy-first technology helps airlines deliver a seamless “ready to fly” experience while reducing operational complexity and costs.
We are looking for a highly organised, service-oriented Helpdesk Coordinator to support our global software operations.
This role acts as the central coordination point for incidents, service requests, operational events, and communications across internal technical teams, external vendors, and airline clients.
This is a bilingual role and fluent English and Spanish communication is mandatory.
What You’ll Do
Act as the single point of contact for incoming incidents, operational events, and service requests
Log, categorise, prioritise, and track tickets through the full lifecycle
Ensure accurate documentation of issues, impact, urgency, root cause notes, and resolution details
Coordinate with internal technical teams and external vendors following defined escalation processes
Monitor ticket progress against SLAs and operational procedures
Provide clear and professional updates to stakeholders and users
Support monitoring and alert management processes
Escalate incidents to DevOps and technical teams where required
Support major incident coordination and communications
Maintain knowledge base articles, SOPs, FAQs, and support documentation
Identify recurring issues and contribute to continuous service improvement initiatives
Help improve operational workflows and support processes as the company scales
Requirements
Fluent English and Spanish (written and verbal)
Previous experience in helpdesk, service desk, technical support, operations support, or customer support coordination roles
Experience managing tickets through full lifecycle resolution
Strong organisational and multitasking skills
Ability to prioritise incidents and manage competing requests
Strong written communication and documentation skills
Calm and structured approach under pressure
Ability to work independently across multiple time zones
Professional communication with internal and external stakeholders
High attention to detail and process adherence
Nice to Have
ITIL Foundation certification or IT service management training
Experience with Jira Service Management, Zendesk, ServiceNow, or similar platforms
Experience supporting SaaS or enterprise software products
Familiarity with monitoring and alerting systems
Experience working in international or 24/7 support environments
Aviation, airline, or travel-tech experience
Tools & Working Environment
You may work with:
Jira Service Management
Zendesk
ServiceNow
Monitoring and alerting systems
Documentation and knowledge base platforms
Reporting dashboards
Collaboration tools including chat, email, and shared documentation platforms
Engagement
Remote role
Flexible structure depending on candidate availability
Part-time, full-time, or on-call arrangements considered
Long-term opportunity with growth potential
When applying, please include:
Relevant helpdesk or support coordination experience
Languages spoken
Experience with ticketing systems and support workflows
Availability and timezone
Hourly rate
CV or LinkedIn profile
We are looking for someone reliable, organised, calm under pressure, and highly professional in communication and service coordination.