Senior Customer Support Agent
About Roamless The origin story of Roamless is one that will be familiar to many: we saw something broken and we decided to fix it for good. We all travel. We all need to stay connected. And we all hate roaming charges. Existing alternatives were clunky, expensive, and unreliable, so we built something better. We made it easy, reliable and affordable 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 instant, reliable data anywhere, no SIM swaps, no Wi-Fi hunting, no expiry dates or hidden fees. And with Roamless Numbers, you can get a dedicated phone number for international calls and SMS, no extra SIM needed, all 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 rate us 4.6 on Trustpilot. 🚀 We also recently closed a $12M Series A led by Rasmal Ventures, with participation from Shorooq, Revo 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 a team 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 better off than they found them. As a Senior Customer Support Agent, you'll be the first point of contact for Roamless users navigating real-world connectivity issues, often in airports, taxis, and hotels across 200+ destinations. You'll resolve issues, spot patterns, and actively contribute to making our support operation smarter over time.
What You'll Do
Handle inbound customer queries across chat and email, primarily related to eSIM activation, connectivity issues, account management, and billing Troubleshoot issues with empathy and precision - not just close tickets, but actually solve problems Identify recurring issues and ticket patterns, and surface them proactively to the team Contribute to and improve our internal knowledge base and macros Escalate complex or technical issues to L2 or Support Ops with clear, structured context Stay up to date with product changes and new features so your responses are always accurate What You'll Bring Background in telecom, eSIM, mobile connectivity, or a related 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 evolve, the product will change, and we need people who grow with it Attention to detail that goes beyond accuracy: you notice patterns, flag gaps, and go the extra mile Strong written English - clear, friendly, and professional Comfort with shift-based work, including weekends and public holidays What we 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: Loom + CV review Hiring Manager interview - 45 minutes Meet the team - 30 minutes Offer Apply To This Job