Head of Customer Support

Company Description

eSIMo is a global connectivity provider specializing in flexible, affordable eSIM solutions that work in over 200 destinations. By replacing physical SIM cards with advanced eSIM technology, eSIMo enables seamless internet access, international calls, SMS, and the ability to purchase additional phone numbers through a single app. Users can stay reachable on their primary number while traveling, quickly obtain local numbers abroad, or use extra numbers for app registrations and online services. Focused on eliminating SIM swaps, high roaming fees, and complex setups, eSIMo delivers secure, convenient, and borderless communication. The company serves travelers, remote workers, business professionals, and digital nomads who want to simplify and enhance their global digital experience.

Role Description

The Head of Customer Support is a full-time hybrid role responsible for leading and scaling eSIMo's global customer support team. This role oversees daily support operations, including team management, workload distribution, queue prioritization, and SLA performance. As the main escalation point, the Head of Customer Support ensures fast and effective resolution of customer issues while delivering an outstanding support experience across live chat and email. The role also involves improving support processes, monitoring KPIs, analyzing customer feedback, and working closely with the Product, Marketing, and Operations teams to enhance customer satisfaction, retention, and product quality.

Qualifications

• Strong expertise (+3 years) in Customer Support and Customer Service, with experience leading high-performing, distributed support teams.
• Proven track record in Customer Experience and Customer Satisfaction.
• Hands-on experience in Technical Support, especially in digital products or telecommunications, with the ability to translate technical issues into clear guidance for customers.
• Ability to build and manage scalable support operations, including workforce planning, quality assurance, and support technology (Intercom, ticketing, and knowledge bases).
• Excellent communication, conflict resolution, and stakeholder management skills, with a customer-centric mindset and data-driven approach to decision-making.
• Experience in remote leadership, including hiring, coaching, and developing team members across multiple time zones.
• Background in SaaS, telecom, or digital consumer products is preferred; prior experience in a global or multilingual support environment is an advantage.