Guest Advisory Lead

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 Advisory Lead to lead a high-performing customer-facing team that turns traveller interest into confident decisions and successful conversions. You’ll be responsible for leading, coaching, and developing the Guest Advisory team, while ensuring every customer receives clear, thoughtful, and personalised guidance. You’ll set the standard for customer conversations, drive team performance, and ensure consistent ownership of the customer journey from the first interaction through conversion. This is a leadership role for someone who combines strong communication, commercial instinct, people management, and operational discipline, and thrives in a fast-paced, high-volume environment. THE JOB - Team Leadership & Performance: Lead, coach, and motivate the Guest Advisory team to consistently achieve customer experience and conversion goals. - Customer Engagement: Oversee customer interactions across calls, chats, and email, ensuring travellers receive relevant guidance based on their travel needs. - Conversion & Sales: Drive team performance across lead qualification, follow-ups, objection handling, and conversion while maintaining a customer-first approach. - Coaching & Development: Conduct regular coaching, feedback, and performance reviews to improve communication, product knowledge, sales skills, and overall team effectiveness. - Customer Experience: Ensure the team delivers clear, empathetic, and accurate guidance on Atlys products, visa processes, timelines, and next steps. - Quality & Process Management: Monitor customer conversations and lead journeys to maintain high standards of quality, accuracy, ownership, and follow-through. - Performance Tracking: Track key team metrics, identify performance gaps, and take proactive actions to improve productivity, conversion, and customer experience. - Customer Insights: Identify recurring customer questions, objections, and pain points and turn these insights into actionable improvements for the team and business. - Cross-Functional Collaboration: Work closely with Marketing, Fulfilment, Product, and other teams to resolve customer issues, improve processes, and strengthen the overall customer journey. - Data & Operations: Ensure lead, customer, and interaction data is accurate and up to date, while maintaining strong operational discipline across the team. THE IDEAL CANDIDATE You’ll likely thrive in this role if you: - Have 2+ years of experience in sales, pre-sales, customer success, customer experience, or another customer-facing role, with experience leading or mentoring a team. - Have a strong track record of driving conversions, managing customer journeys, and achieving performance targets. - Communicate clearly and confidently, with the ability to coach others and simplify complex information into easy, human conversations. - Are empathetic and persuasive without being pushy, with a strong understanding of customer needs and buying behaviour. - Are comfortable using data and performance metrics to identify opportunities and improve team outcomes. - Are proactive, organised, and able to manage multiple priorities in a fast-paced, high-volume environment. - Have strong ownership and problem-solving skills, and can step in to handle complex customer situations when required. - Enjoy building teams, developing people, giving feedback, and creating a high-performance culture. - Are comfortable working a 6-day schedule, with Monday to Friday in-office and a rotational WFH shift on either Saturday or Sunday. 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