Company Overview

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 600+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity.

We’re not just connecting people—we’re enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their journey takes them.

The Role

As an Inbound Sales Representative (Chat), you will be the first point of contact for customers reaching out via our chat channels. You will convert inbound queries into satisfied customers by delivering quick, accurate, and friendly support while meeting commercial targets. This role suits someone who thrives in a fast-paced, data-driven environment and who is passionate about helping travellers stay connected.

Key Responsibilities

• Respond to inbound customer enquiries via live chat, delivering clear, helpful, and friendly guidance in line with Holafly’s tone of voice.

• Understand customers’ needs quickly and recommend the most appropriate product or solution to maximise conversion and satisfaction.

• Meet and exceed individual and team KPIs, including conversion rate, average handling time, customer satisfaction (CSAT), and revenue per contact.

• Use the CRM and internal knowledge base to capture accurate customer information and ensure high-quality case documentation.

• Handle payments, upgrades, and refunds via secure processes and escalate issues to specialist teams when required.

• Collaborate with Product, Marketing and Operations to surface common customer issues and suggest improvements to product, content and processes.

• Contribute to continuous improvement by sharing insights from customer interactions and participating in training and feedback sessions.

• Apply company policies and compliance requirements consistently, including data protection and payment security standards.

Mindset & Approach

Customer-first: You care deeply about delivering excellent experiences and take ownership of customer outcomes.

Curious and adaptable: You welcome new tools and ways of working, and you’re comfortable applying learning quickly.

Data-aware: You use performance metrics to guide behaviour and actively seek ways to improve efficiency and quality.

Collaborative: You work well with cross-functional teams and share insights that help the business improve.

Qualifications

• Proven experience in inbound sales, customer support, or live chat roles—ideally within eCommerce, SaaS, telecoms or travel industries.

• Excellent written communication skills in English (UK) with the ability to write clear, concise and friendly messages to customers.

• Comfortable working with chat and CRM platforms; experience with Zendesk, Intercom, or similar is advantageous.

• Strong problem-solving skills and the ability to make sound commercial decisions under time pressure.

• Basic numeracy and experience handling payments and refunds securely.

• Flexible approach to shifts to cover peak chat volumes (including occasional evenings or weekends depending on the team rota).

Good to Have

• Experience selling digital products such as eSIMs, travel data plans, or mobile services.

• Familiarity with conversational AI tools or chat automation and an interest in using AI to enhance response quality and speed.

• Multilingual skills beyond English (Spanish, Portuguese, French) to support international customers.

• Previous experience working in a remote-first or distributed team environment.

Benefits & Perks

• Remote-first culture with flexible working hours and a supportive team environment.

• Competitive salary with performance-related bonuses tied to sales and CSAT targets.

• Opportunities for career growth across Customer Success, Sales Operations, and Product teams.

• Learning and development budget, regular training and coaching to help you succeed.

• Work with a diverse, international team on a product that helps people stay connected worldwide.

Holafly is an equal opportunity employer. We welcome applicants of all backgrounds and are committed to building an inclusive culture where everyone can thrive.