Customer Support Specialist (Remote – Morocco/Nigeria)

About the role

Holafly is seeking a remote Customer Support Specialist to assist travellers in Morocco or Nigeria. As the primary voice of the brand, you will ensure users stay connected by resolving eSIM‑related issues and providing friendly, efficient service across multiple channels.

Key responsibilities

• Handle complex connectivity problems via chat, email and video calls.
• Guide users through the eSIM activation, usage and troubleshooting process.
• Collaborate with internal teams to identify and eliminate recurring pain points.
• Process orders, refunds and support tickets while maintaining high accuracy.
• Achieve strong satisfaction metrics, focusing on first‑contact resolution and empathetic communication.

Required profile

• Proven experience in high‑volume customer service (BPO, e‑commerce or travel‑tech preferred).
• Fluent English (C1 level) with excellent written and verbal communication.
• Self‑motivated and disciplined remote‑work habits.
• Availability for 9‑hour rotating shifts, including evenings and weekends.

Required skills

• Proficiency with CRM systems.

What we offer

• Remote‑first culture with flexible working hours.
• Opportunity to work in a fast‑paced international team.
• Continuous learning, professional development and career progression.
• Competitive salary and benefits aligned with market standards.