Support & Automation Manager

About Firsty

One planet, one connection. Free mobile eSIM app: Firsty offers mobile data for travelers globally. It’s like the turbulence starts the moment you touch down. Unnecessarily, travelers encounter unexpectedly high roaming bills or alternatively endure a time-
consuming search for local (e)SIMs.

At Firsty, data roaming is made fair and square for everyone. They automatically connect you to every provider on the planet. Resulting in one connection for the globe. As simple as that. No need to switch SIMs or buy expensive bundles. If you ask Firsty, mobile connectivity is a basic human right. That’s why Firsty offers a basic global data connection for free. About bloody time, right?

About the role

They are seeking a strategic, hands-on Support & Automation Manager to lead and evolve their global support operations. In this role, you will be responsible for automating customer interactions, integrating support tools with backend systems, and enabling proactive, event-driven support based on real-time signals from the network. You will own the end-to-end support journey: from infrastructure and tooling to people and processes, ensuring exceptional service for all users, including VIPs. You will also coordinate first-line support teams, manage incident response procedures, and play a pivotal role in identifying and resolving technical issues before they impact users.

Responsibilities:

• Design automation to streamline interactions, optimize response times, and integrate support tools with backend systems;
• Build early detection systems for issues, analyze logs, and resolve complex problems cross-functionally;
• Manage playbooks for outages and escalations, while ensuring white-glove support for VIP users;
• Coordinate offshore teams, ensuring high performance and alignment with SLAs, while driving continuous improvements.

Requirements

What does Firsty expect from you as a Support & Automation Manager?

You’re a tech-savvy problem solver passionate about building scalable systems and delivering great customer experiences.

• 2+ years of experience in technical support, DevOps, or operations (ideally SaaS, telecom, or tech);
• Proficient in Zendesk, Intercom, and backend APIs;
• Experienced with scripting/automation tools (e.g., Python, Zapier);
• Skilled in log analysis, incident management, and troubleshooting;
• Proven experience leading or collaborating with offshore teams across time zones.

What does Firsty offer?

• Work with cutting-edge tech in a fast-growing company;
• Autonomy to shape systems and teams from the ground up;
• mission-driven culture that values impact over ego;
• Global team, flexible work environment, competitive benefits.

Interested?

Firsty is partnering with High Potential Academy to fill this position. Interested? Get in touch with Robin Alink (+31 6 39194009) to express your interest.