Customer Support Specialist - India

<h3><span>Company Overview</span></h3><p><span>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.</span></p><p><span>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.</span></p><p><strong>Important: The role is remote, but candidates must be located in India and able to cover 15:30 to 00:30 India timezone </strong></p><h3><strong>The Role</strong></h3><p>As the primary voice of Holafly, you will <strong>directly safeguard our global reputation</strong> by ensuring no traveller is left disconnected. Your mission is to transform technical hurdles into "stress-free" victories, directly impacting <strong>customer retention and brand loyalty</strong> in a fast-paced market.</p><h3><strong>Key Responsibilities</strong></h3><ul><li><p><strong>Resolve complex connectivity issues</strong> across chat, email, and video to ensure every traveller stays online.</p></li><li><p><strong>Master the eSIM lifecycle</strong>, guiding users through activation to troubleshooting with speed and precision.</p></li><li><p><strong>Advocate for the user</strong> by collaborating with internal teams to identify and eliminate recurring pain points.</p></li><li><p><strong>Optimise support workflows</strong>, processing orders and refunds while maintaining a high standard of accuracy.</p></li><li><p><strong>Achieve top-tier satisfaction metrics</strong>, focusing on first-contact resolution and empathetic communication.</p></li><li><p><strong>Foster long-term loyalty</strong> by building trust-based relationships through every interaction.</p></li></ul><h3><strong>Qualifications</strong></h3><ul><li><p><strong>Proven experience</strong> in high-volume customer service (BPO, E-commerce, or Travel tech preferred).</p></li><li><p><strong>Fluent English (C1 level)</strong>; ability to deliver clear, empathetic support across written and verbal channels.</p></li><li><p><strong>Tech-savviness</strong>, with the ability to navigate CRM systems and troubleshoot digital products independently.</p></li><li><p><strong>Remote-work proficiency</strong>, demonstrating self-motivation and discipline in a distributed environment.</p></li><li><p><strong>Schedule flexibility</strong> to support our global users (9-hour rotating shifts, including evenings/weekends).</p></li></ul><h3><strong>Bonus Points</strong></h3><ul><li><p>Proficiency in <strong>additional languages</strong>.</p></li><li><p>Prior experience in the <strong>travel or telecommunications</strong> sector.</p></li></ul><h3><span>Benefits & Perks</span></h3><ul><li><p><span>Remote-first culture with flexible working hours to support work–life balance.</span></p></li><li><p><span>Work within a fast-paced, international team where your impact is visible from day one.</span></p></li><li><p><span>Opportunities for continuous learning, professional development and career progression across a scaling global company.</span></p></li><li><p><span>Competitive salary and benefits package aligned with experience and market standards.</span></p></li></ul>