About Us

Holafly is a high-growth scale‑up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 500+ professionals across multiple countries, we are scaling globally to support corporate and enterprise clients with seamless connectivity. We’re not just connecting people—we’re enabling companies and their employees to stay productive, informed, and competitive, wherever in the world they do business.

About The Role

As a Customer Care Specialist, you will own the entire post‑sale experience ecosystem at Holafly. In our team, we don't just close tickets; we manage customer lifetime value, defend our public brand reputation, and safeguard corporate revenue.
In this position, you will develop into a multidisciplinary post‑sale expert. Your role requires a holistic vision encompassing commercial refund management, fraud detection, bank disputes (chargebacks), online review moderation,



premium support for high‑profile VIP accounts (affiliates, influencers, and journalists), complex recontacts, and country‑specific official complaint forms. We are looking for analytical, emotionally resilient, and highly adaptable professionals focused on turning post‑sale friction into definitive solutions and user retention.

Key Responsibilities
- Refunds & Disputes Management: Evaluate, process, or legally deny refund requests based on Holafly’s commercial policies using specialized payment gateways and platforms such as PayPal and Adyen. Actively defend the company against unjustified credit card chargebacks.
- Fraud Detection & Mitigation: Analyze purchasing patterns within our e‑commerce platform (Shopify), transaction logs in payment gateways (Adyen/PayPal), and technical data logs to identify, flag, and mitigate fraudulent transactions or identity theft threats.
- Online Reputation Management (Reviews & Social Media): Monitor

📌 Customer Care Specialist (Medellín)
🏢 Holafly
📍 Medellín