✦ About us
Holafly is a fast-growing start-up that is changing how travelers connect to the internet abroad. Since 2018, we’ve been providing peace of mind to travelers around more than 200 worldwide destinations. We are a international team of over 500 people based all around the world working to provide stress- free experiences for millions of travelers.
✦ About the role
At Holafly, we believe that delivering an exceptional customer experience is at the heart of everything we do. We're looking for a Customer Experience Analyst to join our global team and help us enhance and optimize the post-purchase journey for our users. This role is perfect for someone who combines analytical skills with a deep empathy for customers.Someone who’s not only curious about why something happened but also passionate about how to make it better.
✦ Responsibilities
- Manage and continuously improve the post-purchase customer experience.
- Monitor and respond to customer reviews, representing Holafly’s tone and values on external platforms.
- Investigate customer pain points and analyze feedback sources like NPS surveys and reviews to identify patterns and opportunities.
- Build and maintain reports and dashboards using tools like Looker or Google Sheets to track customer sentiment and experience KPIs.
- Collaborate with Customer Support, Product, Tech, and Operations teams to drive customer-centric improvements.
- Use Intercom and other tools to manage support tickets and communication workflows.
✦ What do you need to succeed:
- Based in Medellín, Colombia, or open to working in a hybrid format.
- 1–2 years of experience in Customer Experience, Customer Support, QA, or a similar role.
- Fluent in English (spoken and written); additional languages are a plus!
- A proactive, analytical, and organized profile.
- Familiarity with tools like Intercom, Trustpilot, Looker, Google Sheets, or survey platforms.
- A passion for creating memorable and smooth customer experiences—not just solving tickets.
✦ Benefits of boarding on Holafly
- 20 paid time off days (PTO)
- Education bonus to support your growth and learning
- Opportunities for professional development and career progression
- Join a diverse and international team with a strong mission and a collaborative, remote-friendly culture
Top Skills
What We Do
During a trip to Thailand, Pedro and Lidia, the founders of Holafly, experienced the frustration of not having an internet connection. Inspired by their own experiences, they came up with a simple but brilliant idea: why not allow travellers to buy data plans for any destination from their home country?
Our passion for providing easy and convenient connectivity to travelers around the world drives everything we do. We love our work and we do it with pride.
Stay connected wherever you go.
