✦ About us Holafly is a fast-growing start-up that is changing how travelers connect to the internet abroad. Since 2018, we've been providing peace of mind to travelers around more than 200 worldwide destinations. We are a international team of over 500 people based all around the world working to provide stress- free experiences for millions of travelers. ✦ About the role At Holafly, we believe that delivering an exceptional customer experience is at the heart of everything we do. We're looking for a Customer Experience Analyst to join our global team and help us enhance and optimize the post-purchase journey for our users. This role is perfect for someone who combines analytical skills with a deep empathy for customers.Someone who's not only curious about why something happened but also passionate about how to make it better. ✦ Responsibilities - Manage and continuously improve the post-purchase customer experience. - Monitor and respond to customer reviews, representing Holafly's 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 Customer Support, Product, Tech, and Operations teams to drive customer-centric improvements. - Use Intercom and other tools to manage support tickets and communication workflows. ✦ What do you need to succeed: - Based in 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 memorable and smooth customer experiences—not just solving tickets. ✦ Benefits of boarding on Holafly - 20 paid time off days (PTO) - 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