About the Role
We are looking for an Assistant Manager - User Operations to join our fast-growing global travel eSIM platform.
This role is ideal for someone with experience in travel apps, eSIM apps, OTA platforms, or digital consumer products, who understands both user experience and customer service operations.
You will be responsible for improving user experience, increasing repeat purchases, optimizing operational strategies, and acting as the bridge between users, operations, and the technical team.
Candidates with AI-related operational experience, prompt writing skills, or experience using AI tools to improve workflows and customer support will have a strong advantage.
Responsibilities
- Monitor and manage user journeys across the app, from purchase to installation and activation
- Analyze customer behavior, order patterns, repurchase trends, and user feedback
- Identify issues affecting conversion, activation success rate, retention, and customer satisfaction
- Work closely with customer support teams to understand real user pain points and operational gaps
- Develop and optimize user operation strategies to improve:User activationOrder conversionRepeat purchasesRetentionCustomer satisfaction
- Conduct user follow-ups, customer care, and post-purchase engagement initiatives
- Track and improve operational KPIs such as:Activation success rateRefund rateComplaint rateRepurchase rate
- Collaborate with Product and Engineering teams to provide operational and customer feedback for product improvements
- Support AI-driven customer service and operational workflow optimization
- Assist in writing AI prompts, knowledge base structures, SOPs, and automated customer support flows
- Coordinate with marketing, commercial, and customer service teams to optimize the overall user experience
Requirements
- 2-5 years of experience in User Operations, Customer Operations, CRM, or Customer Success
- Experience in travel apps, eSIM apps, telecom, OTA, SaaS, or internet platforms is highly preferred
- Strong customer service and user empathy mindset
- Ability to analyze user behavior and operational data to identify problems and opportunities
- Familiar with app operational metrics such as conversion, retention, activation, and repurchase
- Familiarity with AI tools such as ChatGPT, Claude, Gemini, Notion AI, or AI customer support systems is preferred
- Ability to write structured AI prompts or optimize AI-assisted workflows is a strong plus
- Strong communication and cross-functional collaboration skills
- Detail-oriented, proactive, and execution-focused
- Experience working with international users or global products is a plus
Preferred Background
- Experience with travel eSIM products or telecom-related apps
- Experience handling customer issues related to:eSIM installation / Activation failures / Payment issues / Device compatibility / Roaming data connectivity
- Familiarity with tools such as Zendesk, Intercom, CRM systems, analytics dashboards, or AI customer support platforms
