Ok for a few months - Customer Support Agent Holafly Employee Review

Flexible remote work setup, international team, and a good environment to practice English and Japanese. The work helps improve customer support skills, communication, and problem-solving. Training materials and tools are useful for learning the process.

The job can be fast-paced during busy periods, and some customer issues require patience and careful handling. New starters may need time to get comfortable with the systems and internal processes.

The company offers opportunities to contribute and make a real impact, especially if you are proactive. However, I found that organizational structure and accountability could be stronger, as expectations and consequences are not always consistent. One area that could improve is recognition. In my experience, visibility and credit for achievements tend to go more often to leadership, while the people who execute the work behind the scenes do not always receive the same level of acknowledgment. Creating a more transparent and inclusive recognition culture would improve both motivation and trust.

Every year, they invent last-minute excuses to avoid giving you a good performance rating. There's no good communication because there's never time for development, only for last-minute tasks and emergencies. One of the biggest challenges I experienced was the lack of alignment between senior leadership and the CEO's vision. The CEO encourages teams to stay focused, move quickly, and deliver value without waiting for everything to be perfect. In practice, however, senior leadership often set expectations that were significantly higher, adding more priorities, more bureaucracy, and more layers of approval. The pace and workload are understandable in a fast-growing startup, but the level of recognition has not kept up with the team's efforts. Many employees consistently deliver outstanding results without receiving meaningful acknowledgment, while recognition tends to be concentrated at the leadership level. Another concern is the perception of inconsistent employment conditions between long-tenured employees and newer leaders. Seeing new leaders hired under more favorable contracts while long-term employees remain under different conditions can create frustration and a sense of inequity. Greater transparency around these decisions would help build trust and improve employee morale.