Customer Support & Escalation Executive - Bangalore (Contractual)

The role

This person will oversee live bus operations and ensure coordination between drivers, hosts, and internal teams. The role involves real-time monitoring, issue resolution, and managing crisis situations.

What you will do

• Communicate with drivers and hosts via calls and messages to ensure smooth, on-time operations.
• Track and manage operational issues through Salesforce tickets.
• Handle crisis situations swiftly and decisively.
• Coordinate with Operations, Customer Support, and Global teams for end-to-end issue resolution.
• Collaborate via MS Teams and chat.
• Monitor live operations and escalate deviations or incidents to the relevant stakeholders.
• Maintain discipline, flexibility, and teamwork while managing multiple priorities.

Required qualifications

• Bachelor's degree holder
• Team player with strong interpersonal skills and effective communication skills.
• Ability to multitask, problem-solve, and stay composed under pressure in a fast-paced environment.
• Ability to thrive in a dynamic environment.
• Flexible to work 24/7 rotational shifts, including weekends.
• Basic Excel proficiency
• Fluent in Telugu and English.

Nice to have

• 3+ years' hands-on experience in customer service, intercity travel operations, or a related field
• Experience with Salesforce
• Additional South Indian languages and Hindi

Benefits

• Opportunity to work in a rapidly scaling start-up.

About the company

Flix uses a tech-driven approach to make travel more accessible, sustainable, and affordable. The company is expanding operations across India.