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Operations Manager

June 9, 2026

<h3>Company Overview </h3>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.<h3>About the Role </h3>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. <h3>Key Responsibilities: </h3><ul><li>Lead the Customer service team, including team leads, SME, and agents, ensuring alignment with the company's operational goals.</li><li>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.</li><li>Support workforce planning, forecasting, and capacity management in collaboration with the Workforce Analyst.</li><li>Track team performance, identify gaps, and implement corrective actions to maintain service quality.</li><li>Collaborate with QA and Training teams to ensure coaching and upskilling are aligned with operational needs.</li><li>Analyze trends in customer feedback, escalations, and agent performance to recommend process improvements.</li><li>Develop and maintain operational dashboards and reports for senior management</li><li>Standardize workflows, guidelines, and SOPs to ensure consistency across all customer touchpoints.</li><li>Partner with Product and Tech teams to resolve recurring operational issues and optimize tools and platforms.</li><li>Identify opportunities for automation, self-service, and efficiency improvements in customer support operations.</li><li>Coach, mentor, and motivate team leaders and agents, fostering a positive, accountable, and customer-focused culture.</li><li>Conduct regular performance reviews, 1:1s, and team meetings to align goals and expectations.</li><li>Promote cross-functional collaboration and communication across Training, QA, Product, and other teams.</li></ul><h3>Requirements: </h3><ul><li>5+ years of experience in customer support operations, BPO, or call center management, preferably in a tech, SaaS, or travel-related company.</li><li>Proven experience managing multi-channel customer service teams (chat, email, voice).</li><li>Strong understanding of performance metrics, SLA management, and operational KPIs.</li><li>Excellent leadership, coaching, and people management skills.</li><li>Ability to thrive in a fast-paced, dynamic, and rapidly growing environment.</li><li>Experience with CRM, ticketing, and workforce management tools (e.g., Zendesk, Gorgias, Intercom, NICE, Verint).</li><li>Analytical and problem-solving skills with data-driven decision-making capability.</li><li>Strong communication and collaboration skills, with experience managing remote or multicultural teams.</li><li>Fluent in English. Fluent in another language, such as Spanish, German, and Chinese, is a plus</li><li>Bachelor’s degree in Business Administration, Operations, or related field is a plus</li><li>Work in CET Timezone</li></ul><h3>Benefits & Perks </h3><ul><li>Remote-First & Flexible: Work from anywhere with a schedule that respects your work-life balance.</li><li>Growth Culture: Join a high-growth scale-up where your leadership directly impacts global expansion.</li><li>Equipped for Success: Competitive salary, top-tier tools, and a collaborative, international team. </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...