Customer Experience Specialist

✦ 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