About Holafly Holafly is a fast-growing organization that revolutionizes how travelers connect to the internet abroad. Since 2018, we've been providing peace of mind to millions of travelers in over 200 worldwide destinations. We're an international team of over 500 people based around the world, working together to deliver stress-free experiences for travelers. The Role Delivering exceptional customer experiences is at the heart of everything we do. As a Customer Experience Analyst, you'll join our global team and help us optimize the post-purchase journey for our users. This role is perfect for someone who combines analytical skills with deep empathy for customers, and who's passionate about creating memorable experiences. Key Responsibilities: - Manage and continuously improve the post-purchase customer experience. - Monitor and respond to customer reviews, representing our tone and values on external platforms. - Investigate customer pain points and analyze feedback sources like NPS surveys and reviews to identify patterns and opportunities. - Build and maintain reports and dashboards using tools like Looker or Google Sheets to track customer sentiment and experience KPIs. - Collaborate with teams to drive customer-centric improvements. - Use Intercom and other tools to manage support tickets and communication workflows. What You Need to Succeed: - Based in Perímetro Urbano Medellín, Colombia, or open to working in a hybrid format. - 1–2 years of experience in Customer Experience, Customer Support, QA, or a similar role. - Fluent in English (spoken and written); additional languages are a plus. - A proactive, analytical, and organized profile. - Familiarity with tools like Intercom, Trustpilot, Looker, Google Sheets, or survey platforms. - A passion for creating smooth and memorable customer experiences. Benefits - 20 paid time off days. - Education bonus to support your growth and learning. - Opportunities for professional development and career progression. - Join a diverse and international team with a strong mission and a collaborative, remote-friendly culture.