10★ Customer Experience Specialist
Atlys
Customer Service
India · Delhi, India
Posted on Oct 22, 2025
Job description
🎯 Atlys' mission is to enable every person on earth to travel freely.
At Atlys, we believe that the path to creating a more open world is by making it efficient to travel. Travelers cite visas as the most frustrating pain point, and we're starting by automating that completely. We're looking for talented people who are interested in building the future of travel alongside us.
Building technology to increase global movement liquidity will be one of the most exciting developments in decades. If you are curious why the smartest people want to work at Atlys, read this post.
Job requirements
We’re looking for a 10★ Customer Experience Specialist who thrives in high-stakes situations and knows how to turn a challenging customer experience into a moment of trust and loyalty. You’ll be the voice of Atlys on social platforms and review channels, engaging with customers who’ve had negative experiences and guiding them toward a positive resolution.
Your goal isn’t just to respond - it’s to rebuild trust, protect the brand, and drive systemic improvements internally.
What You’ll Do:
End-to-End Case Ownership: Take full responsibility for public complaints, reviews, and social media escalations, ensuring every customer feels heard and valued.
Customer Win Back: Engage empathetically with dissatisfied customers, turning negative experiences into positive outcomes while maintaining brand tone and trust.
Root Cause Analysis & Strategic Resolution: Collaborate with Product, Operations, and other internal teams to resolve immediate issues and identify systemic improvements to prevent recurrence.
Reputation Management: Craft clear, concise, and emotionally intelligent responses across LinkedIn, Twitter/X, Facebook, Instagram, and app store reviews (Play Store/App Store/Trustpilot).
Data-Driven Improvements: Track, analyze, and report escalation trends, providing actionable insights to leadership and product teams to improve processes and customer satisfaction.
Stakeholder Collaboration: Drive urgency and accountability within internal teams to expedite resolutions and implement improvements.
Ideal Candidate:
2+ years of experience, with at least some exposure in high-growth startup environments.
Exceptional written and verbal communication with empathy-led problem solving.
Ability to stay calm, professional, and persuasive in public-facing, sensitive situations.
Strong analytical and problem-solving skills to resolve complex customer issues.
Familiarity with social platforms, review sites, and community management.
Good judgment, discretion, and alignment with company values in sensitive situations.
Bonus: Experience with CRM tools, social listening platforms, or crisis communications.
Why this role is exciting:
You’ll be the champion of our customers’ trust, turning challenging situations into opportunities for loyalty, growth, and brand advocacy - all within a fast-paced startup environment where your impact is immediately visible.
or