Customer Support Team Leader
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.
About the Role
As a Customer Support Team Leader at Holafly, you’ll play a key role in leading and inspiring our global Customer Support team to deliver outstanding service to travelers around the world. You’ll ensure that our customers enjoy seamless connectivity experiences through our eSIM products, while driving performance, quality, and engagement within your team.
This role requires a proactive, data-driven, and empathetic leader who thrives in a fast-paced environment and is passionate about both people and customer experience.
Key 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, taking proactive steps to ensure service delivery standards and KPIs are consistently met.
Conduct regular weekly one-on-one meetings with team members to support their 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, with a strong understanding of operational requirements to effectively manage team performance.
Monitor team performance using key metrics such as response time, resolution rate, and customer satisfaction, taking action where improvement is needed.
Document accurate documentation of team performance and processes to ensure compliance and operational excellence.
Be the backup for the Customer Operations Manager when required, ensuring continuity of service and leadership.
Serve as a key link between frontline agents & managers to ensure smooth information flow and issue resolution.
Requirements:
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 & Perks
Remote Working: Our remote setup is flexible to support work-life balance, allowing you to integrate your professional and personal life seamlessly.
Growth Environment: Opportunities to lead high-impact projects in a truly global team focused on psychological safety and autonomy.
Self development budget of € 500.
Discounts on e-sim for self, family/friends
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.
About the Role
As a Customer Support Team Leader at Holafly, you’ll play a key role in leading and inspiring our global Customer Support team to deliver outstanding service to travelers around the world. You’ll ensure that our customers enjoy seamless connectivity experiences through our eSIM products, while driving performance, quality, and engagement within your team.
This role requires a proactive, data-driven, and empathetic leader who thrives in a fast-paced environment and is passionate about both people and customer experience.
Key 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, taking proactive steps to ensure service delivery standards and KPIs are consistently met.
Conduct regular weekly one-on-one meetings with team members to support their 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, with a strong understanding of operational requirements to effectively manage team performance.
Monitor team performance using key metrics such as response time, resolution rate, and customer satisfaction, taking action where improvement is needed.
Document accurate documentation of team performance and processes to ensure compliance and operational excellence.
Be the backup for the Customer Operations Manager when required, ensuring continuity of service and leadership.
Serve as a key link between frontline agents & managers to ensure smooth information flow and issue resolution.
Requirements:
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 & Perks
Remote Working: Our remote setup is flexible to support work-life balance, allowing you to integrate your professional and personal life seamlessly.
Growth Environment: Opportunities to lead high-impact projects in a truly global team focused on psychological safety and autonomy.
Self development budget of € 500.
Discounts on e-sim for self, family/friends