Guest Delight Associate

ABOUT ATLYS Our mission is to enable every person on Earth to travel freely. Travel should feel exciting. Instead, too much of it is still defined by paperwork, uncertainty, and processes that were never designed for travellers. Atlys http://atlys.com/ is changing that. We’re building an AI-first platform that removes friction and uncertainty from travel. To date, we’ve processed visas for 1M+ travellers across 127 countries. But we’re still early. THE ROLE We’re looking for a Guest Delight Associate to help travellers get the support they need throughout their Atlys journey. You’ll be one of the first people customers speak to when they have a question or something goes wrong, resolving issues across calls, chat and email with speed, empathy and accuracy. This is a customer-facing role for someone who takes ownership, stays calm under pressure and cares deeply about leaving every traveller with a better experience. THE JOB - Resolve customer queries across calls, chat and email with clarity, empathy and a strong sense of urgency. - Own customer issues through to closure by diagnosing problems, coordinating with internal teams and following up until they are fully resolved. - Build deep knowledge of Atlys products and visa processes so you can guide travellers accurately and confidently. - Maintain high-quality customer records by documenting interactions clearly and using support tools effectively to keep cases organised and moving. - Improve the support experience by identifying recurring issues, surfacing customer insights and helping improve processes, response quality and turnaround times. THE IDEAL CANDIDATE You’ll likely thrive in this role if you: - Have 2+ years of experience in customer support, calling, chat or another high-touch customer-facing role. - Communicate clearly and confidently in English and Hindi, both verbally and in writing. - Stay calm, empathetic and solution-oriented when handling customer problems or difficult conversations. - Take strong ownership, pay close attention to detail and follow through until issues are resolved. - Are comfortable using CRM and support tools and working rotational shifts and week-offs on a 6-day schedule. We hire exceptional people for their craft, not travel enthusiasts. We solve hard problems that happen to touch global travel and government infrastructure. WHAT YOU CAN EXPECT Atlys is built by a small team with outsized ambition, high ownership, and an obsession with doing great work. Here’s what you can expect: - Competitive compensation and equity so you participate in the value you help create. - Comprehensive health insurance covering you and your family, plus annual preventive health check-up on us. - A thoughtful leave policy with paid time off and company holidays, because great work also requires real time off. - Lunch, high tea and dinner at the office, so the basics are taken care of while we build together. - Learning & development credits to invest in courses, books, conferences and tools that help you get better at your craft. - Relocation support to make moving closer to the team as seamless as possible. - Great tools to do your best work, including high-spec equipment and software. - An office designed for more than just work, with pickleball, table tennis, PlayStation, an arcade game room, an F1 simulator and even a full flight simulator. Our values shape how we make decisions, work together and build for travelers. The bar is high, the pace is fast, and the way we work is deliberate. Read them before you apply. If this environment energizes you, you’ll probably thrive here. If it doesn’t, it’s better to know that upfront. Come build the intelligence layer for global travel