Offer summary

Qualifications:

5–10 years of experience in support operations or workforce management., Deep understanding of customer support metrics and staffing dynamics., Proven experience in forecasting, planning, and scheduling support teams., Strong analytical skills with proficiency in Excel, Google Sheets, or BI tools..

Key responsibilities:

Lead support reporting and workforce planning initiatives.

Identify performance gaps and propose scalable solutions.

Collaborate with cross-functional teams to ensure support preparedness.

Develop dashboards and reports to monitor support performance and staffing trends.

Job description

About Airalo
Alo! Airalo is the world’s first eSIM store that helps people connect in over 200+ countries and regions across the globe. We are building the next digital service that revolutionizes the telecom industry. We are a traveltech company and an equalopportunity environment that values and executes diversity, inclusion, and equity. Our team is spread across 50+ countries and six continents. What glues us together is our commitment to changing the way you connect.

About you
We hope that you care deeply about the quality of your work, the intrinsic worth of tasks, and the success of your team. You are selfdisciplined and do not require micromanagement in terms of your skillset and work ethic. You do your best to flourish as an individual every day while working hard to foster a collaborative team environment. You believe in the importance of being — and staying — authentic, honest, positive, and kind. You are a good interlocutor with clear and concise communication. You are able to manage multiple projects, have an analytical mind, pay keen attention to detail, and love to get your hands dirty. You are cognizant, tolerant, and welcoming of vulnerabilities and cultural differences.

About the Role
Position: Fulltime Employee
Location: Remotefirst
Benefits: Health Insurance, workfromanywhere stipend, annual wellness & learning credits, annual allexpensespaid company retreat in a gorgeous destination & other benefits

As a Support Operations and Insights Manager, you will play a critical role in leading and mentoring a highperforming team of support professionals in a fastpaced, dynamic environment. You will be responsible for leading support reporting and workforce planning initiatives that ensure we scale efficiently and deliver exceptional customer experiences. This is a highimpact role with direct influence on global staffing decisions, operational performance, and strategic planning. You will help identify performance gaps, drive process improvements, and build the infrastructure needed to support a rapidly evolving support function, while also owning critical workforce management processes such as forecasting, capacity planning, and headcount modeling.

Your leadership, strategic thinking, and datadriven approach will be essential in optimizing team performance, fostering a positive team culture, and exceeding customer expectations. This role requires a deep understanding of support processes, a passion for customer satisfaction, and the ability to inspire and motivate a team to achieve ambitious goals.

Responsibilities
Partner with the VP of Support to define and execute the support org’s strategic roadmap
Identify gaps in process, performance, or structure, and propose practical, scalable solutions
Collaborate with Product, Engineering, Growth, and other functions to ensure preparedness
Own short and longterm ticket volume forecasting, capacity planning, and staffing models
Translate forecasted volumes and handle time into monthly, weekly, and daily agent requirements across internal and outsourced teams
Partner with Finance, Recruiting, and BPOs to manage headcount plans and hiring timelines
Build and optimize schedules, shifts, and coverage plans to meet SLAs across time zones and languages
Monitor realtime performance and staffing trends, adjusting strategies based on business needs
Develop dashboards and reporting that provide visibility into utilization, occupancy, shrinkage, and schedule adherence
Analyze support performance (Volume, CSAT, AHT, FRT, reopen rates, etc) to identify trends and opportunities
Prepare executiveready insights and recommendations to support datainformed decisions
Create forecasting and planning models in collaboration with FP&A and BizOps

Must haves:
5–10 years of experience in support operations, workforce management, or strategy roles
Deep understanding of customer support metrics, operations, and staffing dynamics
Proven track record of owning WFM processes: forecasting, planning, scheduling, realtime management
Advanced Excel or Google Sheets skills; bonus if familiar with BI tools (e.g. Looker, BigQuery)
Comfortable interpreting and manipulating large data sets to drive decisions
Excellent communication and stakeholder management skills
Experience working with or managing BPO partners

Good to haves:
Prior work experience in Support and Telecommunications
Knowledge of eSIM and GSMArelated technologies and services
Experience with tools like Zendesk or AI applications in Customer Support
By applying, you acknowledge and agree that, in case of successful application, Airalo may request to run background checks as a condition for entering into an agreement with you. Rest assured that these checks will only occur upon your prior consent and at the end of the selection process, and will be strictly limited to what is allowed under the laws that are applicable to you. All data that you share or that we collect in connection with such checks will be processed in accordance with our Privacy Policy, available here .

We sincerely thank all applicants in advance for submitting their interest in this opportunity. Airalo is an equalopportunity employer and values diversity, equity & inclusion. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations upon request for individuals with disabilities throughout our job interview process.