Customer Service Specialist

About Sim LocalAt Sim Local, we help travellers stay connected across 200+ destinations through eSIMs and SIM cards. We're a fast-moving team and we care deeply about the experience we deliver — which is why we're looking for someone who does too.Our mission is to make global communication more accessible, affordable, and seamless for travellers and partners everywhere.The roleWe're looking for a Customer Support Specialist to join our remote support team covering UK & Ireland time zones. You'll handle customer conversations across chat, WhatsApp, and email, uphold high service standards, and help us deliver a best-in-class experience for travellers.ScheduleVariable shift pattern within 07:00–22:00 UK/Ireland time5 shifts per week with 2 days offWeekend and bank holiday availability required (rota basis)What you'll doHandle customer enquiries via Zendesk across chat, WhatsApp, and emailResolve issues, manage complaints, and follow through to closureManage multiple live conversations simultaneously with accuracy and paceHit and exceed KPIs including CSAT, first response time, and resolution timeWork closely with Retail, Operations, Sales, and external stakeholdersOwn troubleshooting, escalations, and refunds end-to-endWhat you'll bringA customer-first mindset and strong problem-solving instinctsTech-savvy with the ability to pick up new tools quicklyClear, precise written communication and great attention to detailPrevious customer support experience (required)Fluent English (required)SIM, eSIM, or telco support experience is a plusWhat we offerFully remote role (contractor)A supportive team and work that directly shapes the customer experienceHow to applySend your CV and a short cover letter telling us why you're a great fit to careers@simlocal.com with the subject line "Customer Support Specialist – Remote".