Customer Support Manager

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 truly global mobile connectivity service is up to 90% cheaper than traditional roaming. With one eSIM, you get instant, reliable data anywhere in the world. No SIM swaps, no hunting for Wi-Fi, no choosing countries or data packs. Your balance never expires, so you can use it across trips with zero hidden fees or expiration dates.
In just 3 years, we've grown 4-5x Year on Year and have been trusted by +1M users who overall rate us 4.6 on Trustpilot.
Hiring globally and fully remote, we’re a team of 50 and we’re planning to grow to 100+ in the next ~18 months.

A Note from the Hiring Manager

Hi  👋  I’m Selim, Co-Founder and Head of Support. I’m looking for someone who genuinely cares about customer experience, team culture, and operational excellence to work directly with me as we build Roamless’ support engine from the ground up. We’re scaling fast, and the problems we solve require both empathy and technical thinking. You’ll have real ownership, huge impact, and the freedom to build your team and your systems the way you believe they should work.

Why Join Roamless Now?

• You’ll build an entire Support organisation from scratch — no legacy systems, no outdated processes
• You’ll be the first senior leader in Support, shaping culture, quality, and long-term strategy
• You’ll work on complex, meaningful problems in global connectivity — not repetitive retail support
• You’ll lead at the intersection of AI + human support, in a company designed around that collaboration
• You’ll have direct impact on product quality, user experience, and growth
• Roamless moves fast: decisions are quick, and your work shows up in production immediately
• The eSIM industry is growing rapidly, and you’d be at the center of a high-growth category

What You’ll Do

Frontline Leadership & Operations

• Manage and coach a global team of Support Agents and (in the future) Team Leads
• Build and maintain 24/7 dual-agent shift schedules and ensure smooth operational coverage
• Act as an early-stage escalation point for complex customer issues (and de-escalation with customers as needed)
• Maintain and improve SLA performance (first response, resolution time, CSAT)

Process, Quality & SOP Ownership

• Build SOPs, macros, workflows, and QA frameworks tailored to Roamless’ eSIM and mobile app product and features (in-app calls, Roamless numbers, etc)
• Ensure agents are following processes consistently and have the support/guidance/leadership they need
• Partner with Support Operations to align frontline workflows with automation and AI behavior — building a gold-standard support team and operation in today’s world requires that we utilize automation and AI effectively to boost the Support Team’s capabilities, create bandwidth for the team to handle more complex issues, while ensuring that “human touch” is never lost for the customers

Training & Support Academy

• Ensure agents are trained in troubleshooting multi-IMSI issues, APN configuration, and eSIM activation
• Lead continuous education as the product evolves
• Build the Roamless Support Academy for structured onboarding, upskilling, and certification (a future initiative)

Team Growth & Culture

• Hire, coach, and mentor frontline talent as we scale from 5 → 8 → 12 → 15+ agents over the next 24 months (or as needed based on growth and AI-efficiency)
• Introduce structure, accountability, and motivation into the support org
• Build a culture of clarity, calm, accuracy, and speed

Cross-Functional Inputs

• Provide product and UX teams with frontline insights through Support Operations
• Ensure support is ready for new launches, feature changes, and network-side updates
• Collaborate with the carrier-escalations function inside Support Ops

What You’ll Bring

• 7–8+ years in Customer Support roles, including 3–4 years managing teams
• Customer-empathy in a domain (communications and 24/7 connectivity) where the customers are almost always in need of “urgent” support
• Experience running 24