Customer Support Specialist

Ukrainian, Russian & English

Updated on 11/15/2023

51-200 employees

Website

Global eSIM store offering affordable, local connectivity for travelers.

Company Overview

Airalo stands out as a leading company in the telecommunications sector, providing a unique solution to global connectivity challenges faced by travelers. Their culture of empathy, born from personal experiences, fuels their commitment to offering a seamless, affordable, and reliable eSIM service in over 200 countries, eliminating the need for physical SIM cards and unexpected roaming charges. With a customer-centric approach, they offer round-the-clock support across all time zones, ensuring a hassle-free experience for their users.

Consumer Software

Company Stage

Series B

Total Funding

$67.3M

Founded

2019

Headquarters

Singapore, Singapore

Growth & Insights

Headcount

6 month growth

↑ 30%

1 year growth

↑ 151%

2 year growth

↑ 461%

Locations

Ukraine

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Customer Service

Communications

CategoriesNew

Customer Success & Support

Requirements

A minimum of 3 years of proven experience in customer support
Proficiency in Microsoft Office, Google Workspace, and customer service software
Fluency in Ukrainian, Russian & English
Good written and verbal communication skills
Good systems thinking capabilities
Good division of labor skills
Good analytical and deductive reasoning skills
Good understanding of customer service practices and techniques
Bachelor’s degree

Responsibilities

Closely work with the Director of Support and Support Managers on day-to-day operations
Coordinate with our international support department to meet customer satisfaction goals
Follow department procedures, policies, and standards
Excel in Airalo panels and other support venues
Respond to support issues promptly via ticketing
Assist with online reviews of our products
Contribute to customer service analytics and detailed reports
Attend weekly and monthly meetings and engage in productive deliberation
Take good care of your own mental, physical, emotional, and spiritual health

Desired Qualifications

Prior work experience in telecommunications
Knowledge of eSIM and GSMA-related technologies and services

About Airalo

Alo! 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 40+ countries and six continents. What glues us together is our commitment to changing the way you connect.

About you

We 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 Role

Position: Full-time / Employee

Location: Remote-first

Benefits: Employee Stock Options, work-from-anywhere stipend, annual wellness & learning credits, annual all-expenses-paid company retreat in a gorgeous destination & other benefits

As the Customer Support Specialist, your target will be to ensure Airalo and its sister products provide excellent service standards and maintain high customer satisfaction. You will be responsible for helping our users with the decision, purchase, installation, usage, troubleshooting, maintenance, or disposal stages of our products. You will be expected to become an expert in Airalo and our sister products and to provide outstanding support to our users by effectively following customer service procedures, implementing support guidelines, and setting and keeping customer satisfaction goals.

Working Schedule:

This is a position to work in a specific shift at Airalo. The available shifts will be shared with you during the interview process.

Important note: please, submit your resume in English! Thank you!

Responsibilities include but are not limited to:

Closely work with the Director of Support and Support Managers on day-to-day operations
Coordinate with our international support department to meet customer satisfaction goals
Follow department procedures, policies, and standards
Excel in Airalo panels and other support venues
Respond to support issues promptly via ticketing
Assist with online reviews of our products
Contribute to customer service analytics and detailed reports
Attend weekly and monthly meetings and engage in productive deliberation
Take good care of your own mental, physical, emotional, and spiritual health

Must-haves:

A minimum of 3 years of proven experience in customer support
Proficiency in Microsoft Office, Google Workspace, and customer service software
Fluency in Ukrainian, Russian & English
Good written and verbal communication skills
Good systems thinking capabilities
Good division of labor skills
Good analytical and deductive reasoning skills
Good understanding of customer service practices and techniques
Bachelor’s degree

Good to have:

Prior work experience in telecommunications
Knowledge of eSIM and GSMA-related technologies and services

We sincerely thank all applicants in advance for submitting their interest in this opportunity with Airalo.