Holafly · 21 hours ago
Head of Customer Support
United States
Full-time
Remote
Director/Executive
7+ years expHolafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. The Head of Customer Support will architect a global support ecosystem, ensuring high-performance operations and world-class service for over 10 million customers worldwide.
Tourism
Responsibilities
Design and execute a hybrid in-house and outsourced support strategy that balances rapid growth with uncompromising service quality
Drive needle-moving outcomes across CSAT, First Contact Resolution (FCR), and Cost per Contact to ensure a lean, effective operation
Partner with Product/Tech teams to implement AI and automation tools that reduce friction and improve self-service capabilities
Lead a remote, multi-language workforce, fostering a culture of trust, high-impact results, and continuous empathy
Convert complex customer feedback into actionable business intelligence to influence Holafly’s product roadmap and global strategy
Oversee global budgets and vendor efficiency, ensuring our support infrastructure scales sustainably as we grow
Qualification
Required
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
Preferred
Experience in the travel-tech or telecommunications industry
Prior success implementing Generative AI solutions within a support workflow
Benefits
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.
Company
Holafly
Holafly helps you stay connected on your journey around the world through international SIM and eSIM cards.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$0.2M2019-07-01Seed· $0.11M
2018-07-13Pre Seed· $0.09M
Leadership Team
Y
Yingyan Hu
Co-founder
Pedro Maiquez
VP of Growth
Recent News
2025-12-24
Company data provided by crunchbase