Customer Care Specialist

Holafly; Medellín; Hybrid; COP 40,734,387 - 61,101,580; Part time

Job summary

Holafly is seeking a Customer Care Specialist to oversee the post-sale experience. This role requires effective management of customer feedback, refunds, and disputes using platforms like Intercom and Shopify. The ideal candidate will have 1-2 years of relevant experience and exceptional skills in both Spanish and English.

The position is contractor-based, offering flexible working hours to meet operational needs in the global connectivity industry.

Qualifications

• 1 to 2 years of experience in Customer Care or Post‑Sale Operations.
• Exceptional emotional resilience and genuine empathy.
• Advanced written communication skills in Spanish and English.

Responsibilities

• Manage refunds and disputes based on company policies.
• Analyze purchasing patterns to detect fraud.
• Respond to public user feedback and manage online reputation.
• Provide support to affiliates and influencers.
• Take ownership of unresolved cases and official claims.
• Adapt to changing business priorities and workflows.

Skills

Emotional resilience

Customer experience management

Analytical skills

Fraud detection

Tools

Intercom

Shopify

PayPal

Adyen

Trustpilot

Job description

About Us

Holafly is a high-growth scale‑up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 500+ professionals across multiple countries, we are scaling globally to support corporate and enterprise clients with seamless connectivity. We’re not just connecting people—we’re enabling companies and their employees to stay productive, informed, and competitive, wherever in the world they do business.

About The Role

As a Customer Care Specialist, you will own the entire post‑sale experience ecosystem at Holafly. In our team, we don't just close tickets; we manage customer lifetime value, defend our public brand reputation, and safeguard corporate revenue.
In this position, you will develop into a multidisciplinary post‑sale expert. Your role requires a holistic vision encompassing commercial refund management, fraud detection, bank disputes (chargebacks), online review moderation, premium support for high‑profile VIP accounts (affiliates, influencers, and journalists), complex recontacts, and country‑specific official complaint forms. We are looking for analytical, emotionally resilient, and highly adaptable professionals focused on turning post‑sale friction into definitive solutions and user retention.

Key Responsibilities

• Refunds & Disputes Management: Evaluate, process, or legally deny refund requests based on Holafly’s commercial policies using specialized payment gateways and platforms such as PayPal and Adyen. Actively defend the company against unjustified credit card chargebacks.
• Fraud Detection & Mitigation: Analyze purchasing patterns within our e‑commerce platform (Shopify), transaction logs in payment gateways (Adyen/PayPal), and technical data logs to identify, flag, and mitigate fraudulent transactions or identity theft threats.
• Online Reputation Management (Reviews & Social Media): Monitor and actively respond to public user feedback across major platforms (Trustpilot, Google Reviews, App Stores, and social media networks), transforming negative experiences into public success stories and preventing brand crises.
• VIP & Partner Support: Provide premium, high‑urgency support to Holafly’s affiliates, influencers, and journalists through our centralized ticketing system (Intercom) and designated channels, directly protecting key PR and marketing partnerships.
• Complex Recontacts & Official Claims: Take full ownership of unresolved or highly escalated cases (recontacts) and professionally handle official country‑specific complaint forms, ensuring strict legal and regulatory compliance.
• Cross‑Functional Operational Agility: Adapt dynamically to shifting daily business priorities, changing queues, or temporarily supporting alternative post‑sale workflows to act as an operational firefighter during volume spikes.

Requirements

• Mandatory Core Experience: 1 to 2 years of experience in Customer Care, Customer Experience, or Post‑Sale Operations. Career history across diverse industries (such as BPOs / Call Centers, E‑commerce, Financial Services, Fintechs, Telecommunications, or Travel/Tourism) will be highly valued, provided there is a proven track record in post‑sale support, complaint resolution, and customer retention.
• Critical Soft Skills: Exceptional emotional resilience, genuine empathy, and a proven ability to de‑escalate highly frustrated customers while delivering efficient, retention‑oriented outcomes.
• Tooling Experience (The PLUS): Prior hands‑on experience navigating platforms such as Intercom, Shopify, PayPal, Adyen, Trustpilot, or social media management tools is considered a strong asset. If not previously exposed, an outstanding technical learnability is required to master new software environments quickly.
• Language Proficiency: Advanced written communication skills in both Spanish and English are strictly mandatory (essential for private support, international public reviews, and dispute compliance).
• Analytical Mindset: Strong investigative capability to audit data consumption logs, financial transaction histories, and cross‑reference user records.

This is a Contractor position. The Contractor may be requested to provide their services during non‑core business hours throughout the week, including evenings or weekends, depending on the operational needs of the global travel and connectivity industry.