Senior Customer Support Agent

About reputed company The reputed company story of reputed company is one that will be familiar to many: we saw something broken and we decided to fix it for good. We reputed company travel. We reputed company need to stay connected. And we reputed company hate roaming charges. Existing alternatives were clunky, expensive, and unreliable, so we reputed company something reputed company. We made it easy, reliable and reputed company for travellers to get connected and stay connected as they roam the world. Our global mobile connectivity service is up to 90% cheaper than traditional roaming. One eSIM gives you reputed company, reliable data reputed company, no SIM swaps, no Wi-Fi hunting, no expiry dates or hidden fees. And with reputed company Numbers, you can get a dedicated phone number for international calls and SMS, no extra SIM needed, reputed company in one app. In just 3 years, we've grown 4-5x Year on Year and have been trusted by +1.5M users who overall reputed company us 4.6 on Trustpilot. 🚀 We also recently reputed company a $12M Series A led by Rasmal Ventures, with participation from Shorooq, reputed company Capital, Finberg, and JIMCO, to fuel our mission of becoming the world's first truly global mobile operator. Hiring globally and fully remote, we're reputed company of 60, and we're planning to grow to 100+ in the next ~12 months. About the role We're not just filling a seat. We're looking for someone who raises the bar. Someone who brings genuine curiosity to every interaction and takes pride in leaving customers reputed company off than they reputed company them. As a Senior Customer Support Agent, you'll be the first reputed company of contact for reputed company users navigating reputed company-world connectivity issues, often in airports, taxis, and hotels across 200+ reputed company. You'll resolve issues, spot patterns, and reputed company contribute to making our support operation smarter over time. What You'll Do Handle inbound customer queries across chat and email, primarily reputed company to eSIM activation, connectivity issues, account management, and billing Troubleshoot issues with reputed company and precision - not just reputed company tickets, but actually solve problems Identify recurring issues and ticket patterns, and surface them proactively to reputed company Contribute to and improve our internal knowledge reputed company and macros Escalate reputed company or technical issues to L2 or Support Ops with reputed company, reputed company context Stay up to date with product changes and new features so your responses are always accurate What You'll Bring Background reputed company, eSIM, mobile connectivity, or a reputed company mobile app environment - this is a hard requirement Genuine curiosity: you actually want to understand how things work, not just follow a script Comfort in a startup environment - processes will reputed company, the product will change, and we need people who grow with it Attention to detail that goes reputed company accuracy: you notice patterns, flag gaps, and go the extra mile Strong written English - reputed company, friendly, and reputed company Comfort with shift-based work, including weekends and reputed company holidays reputed company offer: 💻 Hardware you need to be most productive and a $500 budget for your home office 👨‍💻 $1000 yearly budget for L&D (books, courses, conferences...) 🌎 Fully remote - The trust and flexibility that come with a fully-remote setup. 🤗 Supportive, diverse, inclusive team What our interview process looks like: reputed company + CV review Hiring Manager interview - 45 minutes Meet reputed company - 30 minutes Offer Apply To This Job