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📍 Location: Philippines · Colombia · Brazil · Morocco

🤝 Department: Customer Care

📋 Contract: Freelance

🫡 Reports to: Clem Dion

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About Kolet

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Kolet is on a mission to make staying connected abroad as simple as breathing. In just two years, we've plugged into the world's top airlines, OTAs, and insurers — Air France, KLM, Singapore Airlines, AXA, and more — delivering seamless eSIM connectivity to millions of travellers. Backed by tier-1 investors and scaling fast, we're rewriting the rules of travel connectivity. Our Customer Care team is the human engine behind that promise.

🔙 Our Story

💛 Our Culture & Values

🔭 Our Leadership Team

🖤 Life at Kolet

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The Role

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👉 What You'll Do

You'll be the first — and most important — human touchpoint for Kolet customers navigating connectivity issues while abroad. Here's what that looks like day-to-day:

• Resolve customer inquiries across chat and async channels with speed, empathy, and clarity
• Own escalated cases end-to-end — coordinating with internal teams until resolution
• Be the voice of the customer internally — surface patterns, flag friction points, and push for product improvements
• Contribute to care infrastructure — knowledge base, automation, and process improvements
• Work across Intercom, Slack, and Notion in a structured, fast-moving remote environment

Contract details:

• 📅 5 days/week · 2 consecutive days off · No night shifts
• 🕗 Operating hours: 8AM–8PM local time (9h shift: 8h work + 1h lunch)
• 📆 Weekend availability required · +25% premium on weekend shifts
• 💰 Budget: $650–$1,200/month depending on experience (+ Quarterly bonus)

🤝 This role is for you if:

• You treat every customer message like it matters — because it does
• You thrive with structure, documentation, and clear processes