Holafly

Head of Customer Support

Holafly

full-time

Posted on:

Location Type: Remote

Location: Anywhere in the World

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Job Level

Lead

About the role

  • Scale Global Operations: Design and execute a hybrid in-house and outsourced support strategy that balances rapid growth with uncompromising service quality.
  • Own Performance Excellence: Drive needle-moving outcomes across CSAT, First Contact Resolution (FCR), and Cost per Contact to ensure a lean, effective operation.
  • Lead Tech Integration: Partner with Product/Tech teams to implement AI and automation tools that reduce friction and improve self-service capabilities.
  • Empower Distributed Teams: Lead a remote, multi-language workforce, fostering a culture of trust, high-impact results, and continuous empathy.
  • Drive Data-Informed Insights: Convert complex customer feedback into actionable business intelligence to influence Holafly’s product roadmap and global strategy.
  • Manage Financial Health: Oversee global budgets and vendor efficiency, ensuring our support infrastructure scales sustainably as we grow.

Requirements

  • 7+ years of leadership experience in customer support or operations, having externalised operations and managed global BPO vendors.
  • Knowledge of COPC standards or equivalent of outsourced management.
  • Proven track record of scaling multi-channel operations (chat, email, social) within a high-growth scale-up or tech environment.
  • Analytical mindset with the ability to translate operational data into strategic improvements.
  • Fluent in English; professional proficiency in Spanish is a significant advantage.
  • Demonstrated experience managing large-scale budgets and complex stakeholder relationships.
  • Good to have Experience in the travel-tech or telecommunications industry.
  • Prior success implementing Generative AI solutions within a support workflow.
Benefits
  • Work from anywhere: 100% remote-first culture with the flexibility to design your ideal workspace.
  • High-impact autonomy: The freedom to build and own a global function from the ground up.
  • Competitive growth: Professional development opportunities in a profitable, rapidly expanding scale-up.
  • Wellness & Balance: Comprehensive benefits designed to support your physical and mental well-being.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportoperations managementBPO managementmulti-channel operationsdata analysisGenerative AI implementationbudget managementperformance metricsCOPC standardsstrategic improvement
Soft skills
leadershipcommunicationtrust buildingempathyteam empowermentanalytical mindsetstakeholder managementcultural awarenessresults orientationadaptability