Head of Customer Support
Remote
Full Time
Senior Manager/Supervisor
Company Overview
Holafly is a high-growth scale-up revolutionising how businesses and travellers 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
You will be the architect of our global support ecosystem, scaling a high-performance operation to serve over 10 million customers worldwide. By blending operational rigour with AI-driven innovation, you will ensure every interaction reinforces Holafly's reputation for world-class service.
Key Responsibilities
Scale Global Operations: Design and execute a hybrid in-house and outsourced support strategy that balances rapid growth with uncompromising service quality.
Own Performance Excellence: Drive needle-moving outcomes across CSAT, First Contact Resolution (FCR), and Cost per Contact to ensure a lean, effective operation.
Lead Tech Integration: Partner with Product/Tech teams to implement AI and automation tools that reduce friction and improve self-service capabilities.
Empower Distributed Teams: Lead a remote, multi-language workforce, fostering a culture of trust, high-impact results, and continuous empathy.
Drive Data-Informed Insights: Convert complex customer feedback into actionable business intelligence to influence Holafly’s product roadmap and global strategy.
Manage Financial Health: Oversee global budgets and vendor efficiency, ensuring our support infrastructure scales sustainably as we grow.
Qualifications
Holafly is a high-growth scale-up revolutionising how businesses and travellers 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
You will be the architect of our global support ecosystem, scaling a high-performance operation to serve over 10 million customers worldwide. By blending operational rigour with AI-driven innovation, you will ensure every interaction reinforces Holafly's reputation for world-class service.
Key Responsibilities
Scale Global Operations: Design and execute a hybrid in-house and outsourced support strategy that balances rapid growth with uncompromising service quality.
Own Performance Excellence: Drive needle-moving outcomes across CSAT, First Contact Resolution (FCR), and Cost per Contact to ensure a lean, effective operation.
Lead Tech Integration: Partner with Product/Tech teams to implement AI and automation tools that reduce friction and improve self-service capabilities.
Empower Distributed Teams: Lead a remote, multi-language workforce, fostering a culture of trust, high-impact results, and continuous empathy.
Drive Data-Informed Insights: Convert complex customer feedback into actionable business intelligence to influence Holafly’s product roadmap and global strategy.
Manage Financial Health: Oversee global budgets and vendor efficiency, ensuring our support infrastructure scales sustainably as we grow.
Qualifications
- 7+ years of leadership experience in customer support or operations, having externalised operations and managed global BPO vendors.
- Knowledge of COPC standards or equivalent of outsourced management
- Proven track record of scaling multi-channel operations (chat, email, social) within a high-growth scale-up or tech environment.
- Analytical mindset with the ability to translate operational data into strategic improvements.
- Fluent in English; professional proficiency in Spanish is a significant advantage.
- Demonstrated experience managing large-scale budgets and complex stakeholder relationships.
- Experience in the travel-tech or telecommunications industry.
- Prior success implementing Generative AI solutions within a support workflow.
- Work from anywhere: 100% remote-first culture with the flexibility to design your ideal workspace.
- High-impact autonomy: The freedom to build and own a global function from the ground up.
- Competitive growth: Professional development opportunities in a profitable, rapidly expanding scale-up.
- Wellness & Balance: Comprehensive benefits designed to support your physical and mental well-being.
Apply today and help us transform connectivity for the future of corporate travel and enterprise mobility. Visit us at Holafly.com to explore open positions and learn more about our mission!
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