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Customer Support Team Leader

June 9, 2026

<h2>Company Overview </h2>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.<h2>About the Role </h2>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. <h2>Key Responsibilities: </h2><ul><li>Lead, coach, and mentor a remote team of Customer Service Representatives to ensure high-quality service and consistent achievement of KPIs and SLAs.</li><li>Monitor team performance in real-time, taking proactive steps to ensure service delivery standards and KPIs are consistently met.</li><li>Conduct regular weekly one-on-one meetings with team members to support their professional development, provide guidance, and address performance needs.</li><li>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.</li><li>Monitor team performance using key metrics such as response time, resolution rate, and customer satisfaction, taking action where improvement is needed.</li><li>Document accurate documentation of team performance and processes to ensure compliance and operational excellence.</li><li>Be the backup for the Customer Operations Manager when required, ensuring continuity of service and leadership.</li><li>Serve as a key link between frontline agents & managers to ensure smooth information flow and issue resolution.</li></ul><h2>Requirements: </h2><ul><li>2+ years of experience leading or supervising a customer service or call center team (preferably in BPO, travel, or tech environments).</li><li>Proven ability to manage, coach, and develop high-performing remote or hybrid teams.</li><li>Strong understanding of customer service operations, KPIs, and quality assurance processes. Excellent written and verbal communication skills in English (additional languages are a plus).</li><li>Data-driven mindset with experience using dashboards and performance metrics to guide decisions.</li><li>Empathetic leadership style with the ability to balance people management and operational excellence.</li></ul>Experience handling escalations and complex customer situations effectively. <h3>Benefits & Perks </h3><ul><li>Remote Working: Our remote setup is flexible to support work-life balance, allowing you to integrate your professional and personal life seamlessly.</li><li>Growth Environment: Opportunities to lead high-impact projects in a truly global team focused on psychological safety and autonomy.</li><li>Self development budget of € 500.</li><li>Discounts on e-sim for self, family/friends</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...