About AiraloAlo! Airalo is the world’s first eSIM store that helps people connect in over 200+ countries and regions across the globe. We are building the next digital service that revolutionizes the telecom industry. We are a travel-tech company and an equal-opportunity environment that values and executes diversity, inclusion, and equity. Our team is spread across 50+ countries and six continents. What glues us together is our commitment to changing the way you connect. Check out more information about Airalo in our Public Handbook here.
About youWe hope that you care deeply about the quality of your work, the intrinsic worth of tasks, and the success of your team. You are self-disciplined and do not require micromanagement in terms of your skillset and work ethic. You do your best to flourish as an individual every day while working hard to foster a collaborative team environment. You believe in the importance of being — and staying — authentic, honest, positive, and kind. You are a good interlocutor with clear and concise communication. You are able to manage multiple projects, have an analytical mind, pay keen attention to detail, and love to get your hands dirty. You are cognizant, tolerant, and welcoming of vulnerabilities and cultural differences.
About the RolePosition: Full-time / EmployeeLocation: Remote-first Benefits: Health Insurance, work-from-anywhere stipend, annual wellness & learning credits, annual all-expenses-paid company retreat in a gorgeous destination & other benefits
As the User Support Specialist, your target will be to ensure Airalo provides excellent service standards and maintains high customer satisfaction. You will be responsible for assisting our Level 1 team with the decision-making, purchasing, installation, usage, troubleshooting, maintenance, and disposal stages of our products. You will be expected to become an expert in Airalo and to provide outstanding support to our users and Level 1 team by effectively following customer service procedures, implementing support guidelines, and setting and keeping customer satisfaction goals.
Responsibilities include but aren't limited to:

Take good care of your own mental, physical, emotional, and spiritual health

Efficiently and accurately resolve escalated, complex issues and inquiries from the Level 1 team via the ticketing system (e.g., failed installations, billing discrepancies, deep-dive technical troubleshooting).

Act as a subject matter expert, providing guidance, training, and documentation to help the Level 1 team improve their technical and procedural knowledge.

Proactively communicate with product, engineering, and support management to diagnose and report ongoing technical bugs or system failures.

Identify bottlenecks and inconsistencies in support processes, documentation, and tools, and propose solutions to the Support Managers and Director of Support.

Monitor social media, online reviews, and user feedback to flag emerging trends or critical issues, providing assistance with public-facing responses when necessary.

Attend and contribute to weekly and monthly meetings, maintain an improvement mindset for continuous team growth, and practice excellent self-discipline and work ethic in a remote-first setting.

Must-haves:

A minimum of 3 years of proven experience in a high-volume Customer Support, Technical Support, or Tier 2 Escalation role.

Advanced proficiency in customer service software (e.g., Zendesk, Intercom), Google Workspace, and data/analytics tools.

Strong analytical, deductive reasoning, and systems thinking capabilities to dissect complex technical problems and propose scalable solutions.

Excellent written and verbal communication skills; a clear, concise, and articulate interlocutor.

Demonstrated self-discipline, ability to manage multiple priorities, and a proactive work ethic without requiring micromanagement.

Cognizant, tolerant, and welcoming of vulnerabilities and cultural differences; committed to being authentic, honest, positive, and kind.

Nice to have

Prior work experience in telecommunications or a fast-paced tech startup.

Knowledge of eSIM, GSMA-related technologies, or mobile networking fundamentals.

Bachelor’s degree

By applying, you acknowledge and agree that, in case of successful application, Airalo may request to run background checks as a condition for entering into an agreement with you. Rest assured that these checks will only occur upon your prior consent and at the end of the selection process, and will be strictly limited to what is allowed under the laws that are applicable to you. All data that you share or that we collect in connection with such checks will be processed in accordance with our Privacy Policy, available here.
To maintain transparency in our hiring process, we want to let you know that our recruitment team may use AI-powered tools to support specific tasks, such as assessing resumes and taking notes during interviews. We want to be clear that these tools are used to assist our team, and AI never makes the final hiring decision. That responsibility rests entirely with our amazing team of recruiters.
We sincerely thank all applicants in advance for submitting their interest in this opportunity. Airalo is an equal-opportunity employer and values diversity, equity & inclusion. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations upon request for individuals with disabilities throughout our job interview process.

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