Customer Support Specialist

About Holafly

Holafly is a high-growth scale-up revolutionising how travellers and businesses connect to the internet abroad. Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 500+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity.

We’re not just connecting people—we’re enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their journey takes them.

The Role

As the primary voice of Holafly, you will directly safeguard our global reputation by ensuring no traveller is left disconnected. Your mission is to transform technical hurdles into "stress-free" victories, directly impacting customer retention and brand loyalty in a fast-paced market.

Key Responsibilities

• Resolve complex connectivity issues across chat, email, and video to ensure every traveller stays online.
• Master the eSIM lifecycle, guiding users through activation to troubleshooting with speed and precision.
• Advocate for the user by collaborating with internal teams to identify and eliminate recurring pain points.
• Optimise support workflows, processing orders and refunds while maintaining a high standard of accuracy.
• Achieve top-tier satisfaction metrics, focusing on first-contact resolution and empathetic communication.
• Foster long-term loyalty by building trust-based relationships through every interaction.

Qualifications

• Proven experience in high-volume customer service (BPO, E-commerce, or Travel tech preferred).
• Fluent English (C1 level); ability to deliver clear, empathetic support across written and verbal channels.
• Tech-savviness, with the ability to navigate CRM systems and troubleshoot digital products independently.
• Remote-work proficiency, demonstrating self-motivation and discipline in a distributed environment.
• Schedule flexibility to support our global users (9-hour rotating shifts, including evenings/weekends).

Bonus Points

• Proficiency in additional languages.
• Prior experience in the travel or telecommunications sector.

Benefits & Perks

• Remote-first culture with flexible working hours to support work–life balance.
• Work within a fast-paced, international team where your impact is visible from day one.
• Opportunities for continuous learning, professional development and career progression across a scaling global company.
• Competitive salary and benefits package aligned with experience and market standards.

Our Story

During a trip to Thailand, Pedro and Lidia, the founders of Holafly, experienced the frustration of not having an internet connection. Inspired by their own experiences, they came up with a simple but brilliant idea: why not allow travellers to buy data plans for any destination from their home country?

Our passion for providing easy and convenient connectivity to travellers around the world drives everything we do. We love our work and we do it with pride. Stay connected wherever you go.

Key skills/competency

• Customer Service
• Problem-Solving
• Technical Support
• eSIM Technology
• CRM Systems
• Communication Skills
• Customer Retention
• Brand Loyalty
• Remote Work
• English Fluency