Customer Support Specialist

Responsibilities

• Resolve complex connectivity issues across chat, email, and video
• Master the eSIM lifecycle and guide users through activation and troubleshooting
• Advocate for the user by collaborating with internal teams to eliminate pain points
• Optimise support workflows, including processing orders and refunds
• Achieve top-tier satisfaction metrics and first-contact resolution
• Foster long-term loyalty through empathetic communication

Requirements

• Proven experience in high-volume customer service (BPO, E-commerce, or Travel tech preferred)
• Fluent English (C1 level)
• Fluent Mandarin
• Tech-savviness with ability to navigate CRM systems
• Remote-work proficiency and self-motivation
• Schedule flexibility for 9-hour rotating shifts, including evenings and weekends

Preferred Qualifications

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

Benefits

• Remote-first culture with flexible working hours
• Fast-paced, international team environment
• Opportunities for continuous learning and professional development
• Competitive salary and benefits package

About the Company

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.