Customer Support Lead (Nomad)

* 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.

- 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