Customer Support Specialist – Mandarin, English

Holafly

Customer Support Specialist ensuring travellers stay connected with Holafly's eSIM solutions. Resolve connectivity issues and provide top-tier customer support in a fast-paced global environment.

Posted 7/27/2026full-timeRemote • ⛩ Anywhere in AsiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in high-volume customer service, particularly in the travel or telecommunications sectors, with a strong focus on user advocacy and satisfaction metrics. Proficient in navigating CRM systems and troubleshooting digital products while delivering empathetic support in English and Mandarin.

Highest-signal resume keywords

High-Volume Customer Service ExperienceFluent English (C1 Level) and MandarinCRM System NavigationRemote-Work ProficiencyTravel or Telecommunications Sector Experience

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Empathetic CommunicationRelationship BuildingSelf-MotivationDiscipline

Industry Keywords

BPOE-CommerceTravel TechESIM LifecycleConnectivity IssuesSupport WorkflowsOrder ProcessingRefund ProcessingSatisfaction MetricsUser Advocacy

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Proven experience in high-volume customer service (BPO, E-commerce, or Travel tech preferred).
Fluent English (C1 level) and Mandarin, ability to deliver clear, empathetic support across written and verbal channels.
Tech-savviness, with the ability to navigate CRM systems and troubleshoot digital products independently.
Remote-work proficiency, demonstrating self-motivation and discipline in a distributed environment.
Schedule flexibility to support our global users (9-hour rotating shifts, including evenings/weekends).
Bonus Points: Proficiency in additional languages.
Prior experience in the travel or telecommunications sector.

Benefits

Comp & perks

Remote-first culture with flexible working hours to support work–life balance.
Work within a fast-paced, international team where your impact is visible from day one.
Opportunities for continuous learning, professional development and career progression across a scaling global company.
Competitive salary and benefits package aligned with experience and market standards.