Who are we?
Our key mission at eSIM Go, is to empower businesses to bring seamless, affordable connectivity to their customers, wherever they go. We bring a new disruptive approach to the traditional wholesale business model, combining best-in-class technology with Tier 1 Mobile Network Operators. With our support, businesses all over the world are unleashing the power of eSIM to their customers, and the huge growth we’re enjoying now is testament to our hard work and highly skilled team. We leverage technology in everything we do, but it’s our people who really make the magic happen.
We move fast with new opportunities arising as we continue to grow. If you’re looking to accelerate your career in a fun, energetic and forward-thinking company, get in touch.
🎯 Objective
A consultancy exercise to validate eSIM Go’s best practice approach to achieving the highest standards of Support, through the execution of an independent and highly qualified outside-in perspective on our entire multidisciplinary Support operation. All aspects must be considered, from people, processes and tooling to world-class partner experience. The deliverable will take the form of a comprehensive diagnostic and recommendation report.
🔧 Scope of Work
1. Current State Assessment
- Review internal and 3rd-party support operations, including workflows, escalation paths, roles, and communication protocols
- Analyse Zendesk configuration, usage patterns, SLA adherence, and ticket volume trends
- Assess team behaviour and partner interaction quality, with a focus on tone, ownership, and empathy
- Evaluate support reporting and how ticket insights currently (or don’t) flow into Product, Data, and CS
2. Pain Point Identification
- Identify critical issues in backlog management, CSAT, resolution times, channel usage (incl. WhatsApp workarounds), and partner dissatisfaction
- Review support’s role in the upcoming UK MVNO launch and associated risks
- Highlight friction points between 1st line, 2nd line, and the embedded support resources
3. Cross-Functional Collaboration Review
- Evaluate how well support integrates with Product, CS, Data and the wider business
- Identify improvement opportunities in cross-functional areas (e.g. feedback loops, tooling decisions, root cause analysis, etc.
- Map governance structure (e.g. accountability, reporting lines, process governance, etc.)
4. Recommendations & Report Delivery
- Produce a comprehensive diagnostic report with findings, prioritised recommendations, and a roadmap for change
- Outline improvements across tooling, people, processes, reporting, and culture
- Present options for future operating models, including in-house vs. vendor-led support and readiness for scale
- Deliver an executive summary and present key findings to senior leadership
5. Tooling Analysis & Integration Viability
As part of the diagnostic, the consultant will conduct a focused review of tooling effectiveness and the potential for a unified technology ecosystem that connects support, customer success, and customer experience.
Key Responsibilities:
- Audit current tools in use across support (Zendesk), CS (HubSpot), and CX/feedback channels (e.g. Typeform, Slack workflows, CRM-driven NPS)
- Assess usability and configuration of Zendesk, including automation rules, tagging logic, escalation paths, and reporting output
- Evaluate integration options between Zendesk and other internal systems, including HubSpot, internal portals, and data dashboards
- Map the current vs. ideal-state partner journey, highlighting tooling gaps that prevent a seamless experience across support, feedback, onboarding, and advocacy
- Define what “one view of the customer/partner” should look like across functions, and how support insights can be fed into customer health, success plans, and product loops
- Provide short- and medium-term recommendations on tooling strategy with a single customer journey vision, including feature enhancement feasibility (e.g. WhatsApp integration, in-app feedback, knowledge base self-serve)
Deliverables:
- Tooling diagnostic (current state, issues, duplication or misalignment)
- Viability report outlining strategic integrations and quick wins
- Proposed system architecture or ecosystem map
- Recommendations for tech stack evolution in line with CX maturity and scale
📈 Desired Outcomes
By the end of the engagement, eSIM Go will have:
- A clear and structured view of how current support operations are performing against best practice
- A prioritised action plan to improve key metrics such as CSAT, reduce friction and align support with the broader CX strategy
- A future-ready support model that balances quality, scale and partner trust
- Strategic recommendations for tooling upgrades, including a view on WhatsApp integration and the viability of Zendesk as a long-term solution
- Confidence that the support function can underpin the success of the UK MVNO launch and ongoing scale-up plans
- A comprehensive plan for the current and future state of tooling to support the company’s scale ambitions
💼 Ideal Profile
- Proven experience in auditing and redesigning support operations in B2B SaaS or telco environments
- Strong knowledge of support tooling (especially Zendesk), SLA frameworks, and process design
- Familiarity with partner or customer experience best practices, particularly in scale-up or B2B2C models
- Able to challenge constructively and influence change across functions without formal authority
- Experience delivering executive-level reporting and strategic transformation recommendations
