Customer Support Lead (Nomad)

LotusFlare is a provider of cloud-native SaaS products based in the heart of Silicon Valley. Founded by the team that helped Facebook reach over one billion users, LotusFlare was founded to make affordable mobile communications available to everyone on Earth.

Today, LotusFlare focuses on designing, building, and continuously evolving a digital commerce and monetization platform that delivers valuable outcomes for enterprises. Our platform, Digital Network Operator® (DNO™) Cloud, is licensed to telecommunications services providers and supports millions of customers globally.

LotusFlare has also designed and built the leading eSIM travel product - Nomad. Nomad provides global travelers with high-speed, affordable data connectivity in over 190 countries. Nomad is available as an iOS or Android app or via getnomad.app.

Job Description and Responsibilities:

• Lead and transform Nomad’s customer support function into an AI-first, omni-channel support ecosystem.

• Act as the bridge between Customer Support, Product, Engineering, and connectivity partners.

• Manage global L1 teams and third-party vendors to ensure high-quality and cost-efficient support.

• Drive customer satisfaction, brand reputation, and operational excellence across all support channels.

• Own support KPIs such as CSAT, First Reply Time (FRT), and Average Handling Time (AHT).

Job Requirements:

• Minimum 7 years of experience in Customer Support roles, preferably across both B2B and B2C.

• Proven experience managing outsourced support vendors and global L1 support teams.

• Experience handling support budgets, SLAs, and performance metrics.

• Excellent written and spoken English communication skills.

• Strong analytical and data-driven decision-making skills.

• Bachelor’s degree in IT, MIS, English, or related field.

Technical Skills & Experience:

• Hands-on experience implementing AI-driven support solutions (chatbots, LLMs, ticket auto-deflection).

• Advanced proficiency in Zendesk, Fin (formerly known as Fin (formerly known as Intercom, and JIRA.

• Strong understanding of eSIM, roaming, and mobile network technologies.

• Experience designing omni-channel support across email, messaging, and chat.

• Ability to monitor app store reviews and social media sentiment.

• Expertise in building dashboards and analyzing KPIs such as CSAT, FRT, and AHT.
  
  Benefits we have for you:
  - Competitive salary package
  - Paid lunch (In the office)
  - Private healthcare
  - Yearly bonus
  - Training and workshops
  - Truly flexible working hours
  - Top-of-the-class engineers to learn from and work with
  
  About us:
  At LotusFlare, we attract and keep amazing people by offering two key things:
  - Purposeful Work: Every team member sees how their efforts make a tangible, positive difference for our customers and partners.
  - Growth Opportunities: We provide the chance to develop professionally while mastering cutting-edge practices in cloud-native enterprise software.
  
  From the beginning, our mission has been to simplify technology to create better experiences for customers. Using an “experience down” approach, which prioritizes the customer's journey at every stage of development, our Digital Network Operator™ Cloud empowers communication service providers to achieve valuable business outcomes. DNO Cloud enables communication service providers to innovate freely, reduce operational costs, monetize network assets, engage customers on all digital channels, drive customer acquisition, and increase retention.
  
  With headquarters in Santa Clara, California, and five major offices worldwide, LotusFlare serves Deutsche Telekom, T-Mobile, A1, Globe Telecom, Liberty Latin America, Singtel, and other leading enterprises around the world.
  
  Website: www.lotusflare.com
  LinkedIn: https://www.linkedin.com/company/lotusflare
  Instagram: https://www.instagram.com/lifeatlotusflare/
  Twitter: https://twitter.com/lotus_flare
  Instagram (Nomad eSIM):https://www.instagram.com/mynomadesim?igsh=MTNhaGV5dXo1OGpiZw==
  X: https://twitter.com/lotus_flare