Operations Manager
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 Operations Manager, you will lead day-to-day customer support operations, ensuring your team delivers exceptional service while meeting key performance metrics. You’ll oversee staffing, workflows, process efficiency, and service quality, collaborating with Training, QA, and Product teams to drive continuous improvement.
This role is ideal for someone who thrives in fast-paced environments, enjoys leading people, and has a strong operational mindset with a customer-first approach.
Key Responsibilities:
Lead the Customer service team, including team leads, SME, and agents, ensuring alignment with the company's operational goals.
Ensure world-class service delivery by balancing customer satisfaction with operational efficiency, accountability, and adherence to key performance metrics, including average speed of answer, average response time between chats, and tasks handled per hour.
Support workforce planning, forecasting, and capacity management in collaboration with the Workforce Analyst.
Track team performance, identify gaps, and implement corrective actions to maintain service quality.
Collaborate with QA and Training teams to ensure coaching and upskilling are aligned with operational needs.
Analyze trends in customer feedback, escalations, and agent performance to recommend process improvements.
Develop and maintain operational dashboards and reports for senior management
Standardize workflows, guidelines, and SOPs to ensure consistency across all customer touchpoints.
Partner with Product and Tech teams to resolve recurring operational issues and optimize tools and platforms.
Identify opportunities for automation, self-service, and efficiency improvements in customer support operations.
Coach, mentor, and motivate team leaders and agents, fostering a positive, accountable, and customer-focused culture.
Conduct regular performance reviews, 1:1s, and team meetings to align goals and expectations.
Promote cross-functional collaboration and communication across Training, QA, Product, and other teams.
Requirements:
5+ years of experience in customer support operations, BPO, or call center management, preferably in a tech, SaaS, or travel-related company.
Proven experience managing multi-channel customer service teams (chat, email, voice).
Strong understanding of performance metrics, SLA management, and operational KPIs.
Excellent leadership, coaching, and people management skills.
Ability to thrive in a fast-paced, dynamic, and rapidly growing environment.
Experience with CRM, ticketing, and workforce management tools (e.g., Zendesk, Gorgias, Intercom, NICE, Verint).
Analytical and problem-solving skills with data-driven decision-making capability.
Strong communication and collaboration skills, with experience managing remote or multicultural teams.
Fluent in English. Fluent in another language, such as Spanish, German, and Chinese, is a plus
Bachelor’s degree in Business Administration, Operations, or related field is a plus
Work in CET Timezone
Benefits & Perks
Remote-First & Flexible: Work from anywhere with a schedule that respects your work-life balance.
Growth Culture: Join a high-growth scale-up where your leadership directly impacts global expansion.
Equipped for Success: Competitive salary, top-tier tools, and a collaborative, international team.
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 Operations Manager, you will lead day-to-day customer support operations, ensuring your team delivers exceptional service while meeting key performance metrics. You’ll oversee staffing, workflows, process efficiency, and service quality, collaborating with Training, QA, and Product teams to drive continuous improvement.
This role is ideal for someone who thrives in fast-paced environments, enjoys leading people, and has a strong operational mindset with a customer-first approach.
Key Responsibilities:
Lead the Customer service team, including team leads, SME, and agents, ensuring alignment with the company's operational goals.
Ensure world-class service delivery by balancing customer satisfaction with operational efficiency, accountability, and adherence to key performance metrics, including average speed of answer, average response time between chats, and tasks handled per hour.
Support workforce planning, forecasting, and capacity management in collaboration with the Workforce Analyst.
Track team performance, identify gaps, and implement corrective actions to maintain service quality.
Collaborate with QA and Training teams to ensure coaching and upskilling are aligned with operational needs.
Analyze trends in customer feedback, escalations, and agent performance to recommend process improvements.
Develop and maintain operational dashboards and reports for senior management
Standardize workflows, guidelines, and SOPs to ensure consistency across all customer touchpoints.
Partner with Product and Tech teams to resolve recurring operational issues and optimize tools and platforms.
Identify opportunities for automation, self-service, and efficiency improvements in customer support operations.
Coach, mentor, and motivate team leaders and agents, fostering a positive, accountable, and customer-focused culture.
Conduct regular performance reviews, 1:1s, and team meetings to align goals and expectations.
Promote cross-functional collaboration and communication across Training, QA, Product, and other teams.
Requirements:
5+ years of experience in customer support operations, BPO, or call center management, preferably in a tech, SaaS, or travel-related company.
Proven experience managing multi-channel customer service teams (chat, email, voice).
Strong understanding of performance metrics, SLA management, and operational KPIs.
Excellent leadership, coaching, and people management skills.
Ability to thrive in a fast-paced, dynamic, and rapidly growing environment.
Experience with CRM, ticketing, and workforce management tools (e.g., Zendesk, Gorgias, Intercom, NICE, Verint).
Analytical and problem-solving skills with data-driven decision-making capability.
Strong communication and collaboration skills, with experience managing remote or multicultural teams.
Fluent in English. Fluent in another language, such as Spanish, German, and Chinese, is a plus
Bachelor’s degree in Business Administration, Operations, or related field is a plus
Work in CET Timezone
Benefits & Perks
Remote-First & Flexible: Work from anywhere with a schedule that respects your work-life balance.
Growth Culture: Join a high-growth scale-up where your leadership directly impacts global expansion.
Equipped for Success: Competitive salary, top-tier tools, and a collaborative, international team.