Holafly

Data Engineer

• Design and scale our enterprise data architecture across the Google Cloud Platform (GCP), optimizing our data lakes, BigQuery warehouses, and event-driven infrastructure.
• Architect robust ELT pipelines utilizing dbt to guarantee modular, thoroughly tested, and highly reliable enterprise data models.
• Drive advanced programmatic solutions using Python to automate complex third-party API ingestion and build custom orchestration frameworks.
• Enable low-latency analytics by designing high-performing, real-time streaming pipelines leveraging Google Cloud Dataflow, Pub/Sub, or Kafka for immediate operational use cases.
• Develop secure data APIs and microservices that facilitate efficient, scalable data consumption across internal applications and external partners.
• Establish enterprise data governance and security standards while providing technical leadership and mentorship to our engineering teams.

Data Architect

Onboarding Specialist

• Manage inbound partner requests and onboarding processes
• Support inbound partner acquisition and activation initiatives
• Conduct outbound follow-ups with newly onboarded or inactive partners to drive activation and engagement
• Support partners during setup, including links, tracking, discount codes, and basic troubleshooting
• Ensure fast, clear, and high-quality communication with partners
• Proactively follow up with newly onboarded partners to drive activation and first revenue generation
• Support the Partnerships team with operational and administrative tasks related to partner management
• Create and manage support tickets, coordinating with Product, Tech, and Operations teams through Jira
• Monitor partner onboarding and activation funnels, identifying friction points and improvement opportunities
• Maintain accurate records and partner information within HubSpot and internal tools
• Support basic reporting and tracking of partner performance and activation metrics
• Identify upsell, cross-sell, or growth opportunities when relevant
• Help ensure a positive and smooth partner experience throughout the onboarding journey

Partnership Activation and Onboarding Specialist

Artificial Intelligence

• Own and scale Holafly's AI and automation strategy across the entire CX landscape, spanning both customer-facing and agent-facing experiences, identifying and prioritizing high-impact opportunities to embed conversational AI and automation into key user journeys, not limited to any single tool or channel.
• Lead the team's roadmap and project planning, prioritizing initiatives and resourcing; collaborate with Product and Project Managers when they lead specific initiatives that require this team's execution.
• Lead and grow an elite AI & Automation team (currently [X people]), including working closely with the team's current manager as part of the broader team, building on the team's strengths, and raising the technical bar in engineering practices, automation architecture, and AI implementation.
• Architect and continuously refine the CX automation infrastructure, from chatbot and CX platform to agent-facing tools (e.g., agent assist, QA automation), ensuring frictionless, context-rich handovers between bots and human agents.
• Track and act on essential CX and automation metrics on a regular basis, including CCR (containment rate), deflection rate, escalation rate, FCR, CSAT, drop-off rate, repeat contact rate, and intent recognition accuracy, combining quantitative interaction logs and qualitative Voice of Customer insights to proactively eliminate journey friction.
• Report on cost-per-contact and containment-driven savings as the business outcome of this work, alongside quality trade-offs, to leadership.
• Establish robust AI governance frameworks aligned with data privacy, responsible AI practices, and international regulatory baselines like the EU AI Act.
• Own incident management across the CX automation stack, covering both technical issues (outages, bugs) and customer-impacting incidents (e.g., problematic automated responses), ensuring fast triage, resolution, and clear communication.
• Own the relationship with CX platform and AI technology providers, managing vendor performance, contract and commercial terms, product roadmap influence, and escalations, and evaluating vendor fit as the business evolves.
• Act as a hands-on AI advisor and stakeholder on self-service and cross-functional initiatives led by Product, IT, and Customer Journeys teams, ensuring AI strategy stays consistent and high-quality across the entire CX ecosystem, even where execution sits outside this team.

Head of CX Automation, AI

Customer Support

• Resolve complex connectivity issues across chat, email, and video to ensure every traveller stays online.
• Master the eSIM lifecycle, guiding users through activation to troubleshooting with speed and precision.
• Advocate for the user by collaborating with internal teams to identify and eliminate recurring pain points.
• Optimise support workflows, processing orders and refunds while maintaining a high standard of accuracy.
• Achieve top-tier satisfaction metrics, focusing on first-contact resolution and empathetic communication.
• Foster long-term loyalty by building trust-based relationships through every interaction.

Customer Support Specialist – Mandarin, English

Designer

• Lead discovery processes and end-to-end service design for new Innovation Lab initiatives.
• Design and prototype product and service concepts, from journey maps and service blueprints to low- and high-fidelity prototypes.
• Facilitate workshops and co-creation sessions with internal stakeholders (Product, Business, Marketing, C-level) and external users.
• Collaborate with the research team on hypothesis validation through rapid experiments, proof of concepts, and qualitative and quantitative research.
• Translate research learnings into actionable opportunities and strategic recommendations for the business.
• Collaborate closely with Product and Engineering to assess the technical and business feasibility of designed concepts.
• Document and communicate the process and outcomes of each innovation initiative clearly, for both technical and non-technical audiences.

Product Designer, Service Designer

Product Manager

• Translate vision into action by converting strategic requirements from Discovery Managers into clear, actionable epics and user stories.
• Optimise team throughput by driving efficient story refinement sessions and ensuring all stories are execution-ready, having clear Acceptance Criteria, finalized
• Maintain backlog excellence across two feature teams, ensuring work is sequenced effectively and items are 'ready' two sprints ahead.
• Champion sprint success by facilitating refinement, sprint review ceremonies that empower teams to commit to and achieve realistic, high-value goals.
• Remove delivery friction by proactively identifying and resolving blockers or dependencies before they impact team momentum.
• Drive continuous improvement by evolving team rituals and tooling to foster a high-trust, high-performance culture.

Account Executive

• Respond to inbound customer enquiries via live chat, delivering clear, helpful, and friendly guidance in line with Holafly’s tone of voice.
• Understand customers’ needs quickly and recommend the most appropriate product or solution to maximise conversion and satisfaction.
• Meet and exceed individual and team KPIs, including conversion rate, average handling time, customer satisfaction (CSAT), and revenue per contact.
• Use the CRM and internal knowledge base to capture accurate customer information and ensure high-quality case documentation.
• Handle payments, upgrades, and refunds via secure processes and escalate issues to specialist teams when required.
• Collaborate with Product, Marketing and Operations to surface common customer issues and suggest improvements to product, content and processes.
• Contribute to continuous improvement by sharing insights from customer interactions and participating in training and feedback sessions.
• Apply company policies and compliance requirements consistently, including data protection and payment security standards.

Inbound Sales Representative – Chat

Data Analyst

• Develop and maintain workforce dashboards and reports using SQL, BI tools and spreadsheets to surface trends across headcount, hiring funnels, attrition, capacity and productivity.
• Partner with People Ops and Talent teams to design workforce forecasts, capacity plans and hiring models that align resourcing with business priorities.
• Analyse recruitment metrics (time-to-fill, source performance, offer acceptance) and provide recommendations to improve hiring efficiency and candidate experience.
• Measure and report on attrition and retention drivers, performing cohort and root-cause analyses to inform retention strategies.
• Automate recurring reports and processes to reduce manual effort and ensure stakeholders have timely access to accurate workforce data.
• Translate complex data into clear, consumable insights and presentations for HR leaders, people managers and senior stakeholders.
• Collaborate with HRIS and People Ops to improve data quality, maintain documentation and implement robust governance for workforce metrics.
• Support ad-hoc People analytics projects, including pay equity reviews, diversity monitoring and program evaluations.

Workforce Data Analyst

Agent

• Diagnose and resolve technical issues across software, business applications, and operating systems with patience, velocity, and absolute clarity.
• Own and optimize ticket workflows within Jira Service Management, ensuring strict alignment with established Service Level Agreements (SLAs) and setting the benchmark for the global team.
• Act as the knowledge hub, heavily documenting troubleshooting procedures, solutions, and processes in Confluence to empower user self-service and ensure a smooth handover to the LATAM and ASIA shifts.
• Drive platform hygiene and continuous improvement by identifying recurring incident patterns, minimizing technical debt, and proposing automation or preventive solutions.
• Collaborate fearlessly across teams to translate complex technical infrastructure into clear solutions for non-technical stakeholders.
• Ensure seamless shift handovers, proactively structuring and updating pending documentation and critical tickets so the LATAM and ASIA teams can continue operating without friction.

Service Desk Agent

• Diagnosticar y resolver problemas técnicos en software, aplicaciones empresariales y sistemas operativos con paciencia y claridad absoluta.
• Gestionar y priorizar flujos de trabajo de tickets dentro de nuestro portal de soporte, asegurando estricta alineación con los Acuerdos de Nivel de Servicio (SLA) establecidos para minimizar el impacto en el negocio.
• Escalar cuellos de botella técnicos complejos a canales de soporte de alto nivel mientras se mantiene una comunicación fluida con el usuario y visibilidad del mismo.
• Estandarizar el intercambio de conocimientos documentando procedimientos de solución de problemas y soluciones para empoderar el autoservicio y acelerar futuros resoluciones.
• Impulsar mejoras continuas al identificar patrones de incidentes recurrentes y proponer soluciones automatizadas o preventivas.

Software Engineer

• Collaborate within cross-functional squads to transform complex problems into scalable technical solutions
• Build modular, high-performance features in a mature Monorepo environment using BLoC, auto_router, advanced network, and caching mechanisms
• Maintain a regression-free environment by upholding high-coverage testing standards across unit, widget, and integration layers
• Leverage and refine AI-driven development guardrails and LLM-based automation to accelerate delivery cycles
• Act as a product owner by proactively identifying UX/UI improvements that enhance traveller peace of mind
• Contribute to a sophisticated stack managed with Melos, ensuring long-term codebase health and stability

Senior Flutter Developer

• Build and scale robust ETL/ELT pipelines to integrate diverse data sources into a unified, high-availability ecosystem.
• Develop and maintain high-performance APIs using FastAPI to expose data insights to internal services and stakeholders.
• Lead data transformations by using DBT to ensure our warehouse is structured, modular, and ready for high-level analysis.
• Optimise data structures and schemas to ensure lightning-fast query performance for analytical and operational use cases.
• Automate data validation and cleansing processes to guarantee the highest standards of data integrity and security.
• Drive technical innovation by implementing modern frameworks that enhance our processing capabilities and data reliability.

Product Designer

• Design end-to-end digital experiences that balance user needs, business goals, and technical feasibility.
• Translate insights and hypotheses into clear, actionable, and prioritised design problems.
• Collaborate with product, development, growth, and data teams to create usable and scalable products.
• Ensure a consistent experience across screens, devices, and touch-points.
• Make data-informed decisions based on experiment results and iterate on designs accordingly.
• Deliver clear and complete documentation including expected behaviour and use cases.

DevOps Engineer

• Design and operate the GCP cloud platform foundations, owning the full lifecycle of infrastructure and security.
• Automate everything via Terraform and Ansible, eliminating "snowflake" servers and manual console configurations.
• Maintain and scale GKE clusters, managing workloads, network policies, and cluster lifecycles.
• Strengthen our security posture by implementing least-privilege IAM, image scanning, and SOPS-based secret management.
• Optimise CI/CD pipelines using Cloud Build and GitHub to ensure high-quality, secure code deployments.
• Enhance observability and incident response through OpenTelemetry and OpenSearch to ensure 24/7 platform reliability.

DevSecOps Engineer

• Translate vision into action by converting strategic requirements from Discovery Managers into clear, actionable epics and user stories.
• Optimise team throughput by driving efficient story refinement sessions and ensuring all stories are execution-ready, having clear Acceptance Criteria, finalized
• Maintain backlog excellence across two feature teams, ensuring work is sequenced effectively and items are "ready" two sprints ahead.
• Champion sprint success by facilitating refinement, sprint review ceremonies that empower teams to commit to and achieve realistic, high-value goals.
• Remove delivery friction by proactively identifying and resolving blockers or dependencies before they impact team momentum.
• Drive continuous improvement by evolving team rituals and tooling to foster a high-trust, high-performance culture.