Customer Support Specialist

Nomad eSIM is one of the fastest-growing players in global connectivity, enabling seamless access to high-speed mobile data in over 200 destinations through a fully digital eSIM platform. Our consumer app delivers a premium, app-first experience with instant activation, transparent prepaid pricing, and reliable multi-network coverage across key global markets. Trusted by millions of travellers worldwide, Nomad consistently ranks highly across app stores and review platforms, reflecting a strong focus on product quality, ease of use, and customer experience.

About the Position

Join Nomad eSIM as a Customer Support Specialist to provide seamless connectivity solutions for global travelers. You will be part of a dynamic team that ensures our customers have a smooth and reliable experience with our eSIM services.

Responsibilities

• Omnichannel Customer Communication: Promptly and accurately respond to inquiries from overseas customers via email, Live Chat, phone, and social media channels. Effectively handle customer complaints and feedback.
• Problem Solving & Follow-up: Gain a deep understanding of customer needs by gathering and analyzing their feedback. Coordinate with cross-functional teams (e.g., Tech, Product, Logistics) to track and resolve complex technical or operational issues, ensuring timely updates to customers.
• SOP Execution: Strictly execute customer service standards and procedures to meet company KPIs, including Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Average Handle Time (AHT).
• Complaint Prevention & Knowledge Base Maintenance: Identify and summarize recurring issues from daily operations. Assist in creating and updating FAQs and internal knowledge bases to enhance overall team efficiency.
• Brand Image Monitoring: Continuously monitor Nomad's public brand image, including app store ratings and comments across social media platforms.
• Issue Escalation & Resolution: Communicate proactively and promptly with internal teams whenever issues arise to ensure complete resolution.

Requirements

• Diploma or above; major in Computer Science or Information Technology (IT) is preferred.
• 2+ years of customer service experience in Internet, Cross-border E-commerce, SaaS, or BPO industries, with a thorough understanding of full customer service workflows.
• Excellent English proficiency in listening, speaking, reading, and writing. Able to communicate smoothly with overseas customers in written and spoken English. Fluent English speakers will be prioritized.
• Willing to work early shifts (strong time management and stress resistance are required).
• Strong service-oriented mindset and high empathy, with the ability to handle and soothe frustrated customers effectively.
• Strong logical thinking with solid analytical and problem-solving capabilities.
• High stress resistance, capable of calmly handling high volumes of inquiries during peak hours.
• Familiarity with common CRM/Helpdesk tools (such as Zendesk, Intercom, Salesforce) or standard Office software is preferred.

We Offer

• Competitive salary package aligned with growth.
• Private healthcare coverage.
• Paid lunch (in the office).
• Yearly performance bonus.
• Training, workshops, and mentorship programs.
• Collaborative global team environment with opportunities for real impact.

About the Company

At Nomad eSIM, we believe staying connected should be simple, affordable, and stress-free - wherever in the world you are. Since our founding, our mission has been to remove the friction from international travel connectivity, giving travelers the freedom to explore without worrying about roaming costs or unreliable connections.

We attract and keep amazing people by focusing on two things that truly matter. First, purposeful work - every team member contributes directly to a product that millions of real travelers rely on every day, across 200+ destinations worldwide. Second, growth opportunities - we provide the chance to develop professionally in a fast-moving, global product company at the intersection of travel, mobile technology, and consumer experience.

With a globally distributed team and a product used across six continents, Nomad is building the future of travel connectivity - one eSIM at a time.

Website: www.nomadesim.com

LinkedIn: Nomad eSIM

Instagram: @nomadesim

X (Twitter): @realnomadtravel

TikTok: @nomadesim

RedNote: Nomad eSIM

Location: Xi'an, China