Customer Support Team Leader

About the Company

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.

About the Role

As a Customer Support Team Leader at Holafly, you’ll lead and inspire our global Customer Support team to deliver outstanding service to travelers around the world. You will drive performance, quality, and engagement while ensuring customers enjoy seamless connectivity experiences through our eSIM products. This role suits a proactive, data-driven, and empathetic leader who thrives in a fast-paced environment.

Responsibilities

• Lead, coach, and mentor a remote team of Customer Service Representatives to ensure high-quality service and consistent achievement of KPIs and SLAs.
• Monitor team performance in real-time and take proactive steps to ensure service delivery standards and KPIs are consistently met.
• Conduct regular weekly one-on-one meetings with team members to support professional development, provide guidance, and address performance needs.
• Ensure team adherence to schedules provided by Workforce Management, including coverage for holidays, days off, and other absences.
• Monitor key metrics such as response time, resolution rate, and customer satisfaction, and take action where improvement is needed.
• Document team performance and processes to ensure compliance and operational excellence.
• Act as backup for the Customer Operations Manager when required and serve as a key link between frontline agents and managers to ensure smooth information flow and issue resolution.

Qualifications

• 2+ years of experience leading or supervising a customer service or call center team (preferably in BPO, travel, or tech environments).
• Proven ability to manage, coach, and develop high-performing remote or hybrid teams.
• Strong understanding of customer service operations, KPIs, and quality assurance processes.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Data-driven mindset with experience using dashboards and performance metrics to guide decisions.
• Empathetic leadership style with the ability to balance people management and operational excellence.
• Experience handling escalations and complex customer situations effectively.

Benefits

• Remote working with a flexible setup to support work-life balance.
• Opportunities to lead high-impact projects in a global team focused on psychological safety and autonomy.
• Self development budget of €500.
• Discounts on eSIMs for self, family, and friends.