About Holafly

At Holafly, we're transforming the way people stay connected while traveling. We believe exceptional customer care goes beyond solving problems—it protects our brand, builds trust, and creates memorable customer experiences.

We're looking for experienced Customer Care Specialists who thrive in complex environments, are passionate about delivering outstanding service, and are excited to leverage AI to improve efficiency and customer satisfaction.

About the Role

As a Customer Care Specialist, you will manage high-impact customer cases that require critical thinking, excellent communication skills, and strong decision-making. You will be responsible for protecting the customer experience and Holafly's reputation by resolving sensitive and business-critical situations.

Key Responsibilities

• Manage and respond to customer reviews across platforms such as Trustpilot, Google Reviews, App Store, Play Store, and social media.

• Investigate and resolve refund requests, payment disputes, fraud-related cases, and chargebacks.

• Provide dedicated support to high-value customers, including influencers, affiliates, journalists, partners, and other strategic stakeholders.

• Handle Data Subject Rights (DSR) requests, including data access, deletion, rectification, portability, and marketing opt-out requests, ensuring compliance with GDPR and internal policies.

• Review documentation and validate legal requirements before processing sensitive customer requests.

• Work closely with Legal, Finance, Product, Marketing, QA, and Operations teams to resolve complex cases.

• Use AI-powered tools to improve case management, customer communication, and operational efficiency.

• Identify opportunities to improve processes and enhance the overall customer experience.

Requirements

• Previous experience in Customer Care, Regulatory complaints, Reviews Management, GDPR/Data Privacy, or similar roles.

• Excellent written and verbal communication skills.

• Strong analytical and problem-solving abilities.

• Experience managing sensitive or high-impact customer cases.

• Comfortable working with AI tools and technology to improve productivity and decision-making.

• Ability to prioritize multiple cases while maintaining high-quality standards.

• Customer-focused mindset with strong attention to detail.

Language Requirements

We are hiring for the following language profiles:

• 2 positions: Native English + one additional European language (Italian, French, German, Portuguese, or Dutch).

• 2 positions: Native Spanish + one additional European language (Italian, French, German, Portuguese, or Dutch).

• 1 position: Fluent in Chinese and Japanese (spoken and written).

Additional languages will be considered a strong advantage in our global Customer Care environment.

What We Offer

• Opportunity to work in a fast-growing global technology company.

• Exposure to strategic and high-impact customer cases.

• AI-first environment with modern tools and continuous innovation.

• Professional growth and career development opportunities.

• International and collaborative work environment.

• Flexible and remote-friendly culture.