Analyst - Customer Support & Crisis Management (Contractual) - Delhi

At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable.

We're looking for motivated and driven Traffic Control Executives to provide real-time operational support for FlixBus services in India. This role focuses on ensuring seamless communication with drivers, assisting during incidents, and maintaining smooth transport operations—ultimately enhancing the end-customer experience through efficient backend coordination. This role will play a key part in scaling our Traffic Control operations across India (both North & South). This role is a mix of Customer support, Operations and Crisis Handling and you will be closely supporting the driver and the host also ensuring the customer experience is top notch.

This role will be based in Delhi (RK Ashram lounge) and you should be willing to work in 24/7 rotational shifts & during weekends.

About the Role

• Communicate with drivers and hosts via calls and messages for smooth operations.
• Track and manage operational issues through Salesforce tickets.
• Handle crisis situations swiftly to minimize impact.
• Coordinate with Operations, Customer Support, and Global teams for issue resolution.
• Collaborate via MS Teams and chat for seamless communication.
• Maintain discipline, flexibility, and teamwork in a fast-paced environment.

About You

• Graduate in any discipline (mandatory) with 2–3 years of experience in a Customer Service role preferably in the travel, mobility, or transport operations or logistics/dispatch background.
• Fluency in English (spoken and written) & Hindi is a must and knowledge of additional South Indian languages namely Telugu/Tamil/Kannada/Malayalam will be preferred.
• Proficient in handling email and phone-based support, with experience in ticketing tools like Salesforce is preferred.
• Basic knowledge of Excel or spreadsheet management for data tracking and reporting.
• Excellent communication and coordination skills to manage driver interactions and team collaboration effectively.
• Multitasker ,proactive ,calm and confident under pressure during live incidents, demonstrating strong attention to detail and ownership.

• Willingness to willing to work in 24/7 rotational shifts & during weekends.

NOTE :- We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you!

What We Offer

• Opportunity to work in a rapidly scaling start-up .
• Play a pivotal role in ensuring the seamless execution of our intercity travel operations, ground operational excellence, data analysis and vendor management processes.
• Hone your stakeholder management skills by interacting with international stakeholders.

Why Join Flix
At Flix, we empower our teams to push boundaries and shape the future of mobility. As we continue to scale globally, we harness cutting-edge technology to make mobility smarter, more sustainable, and more affordable. If you're looking for a place where you can drive change and redefine how millions of people travel, Flix is the place where you can lead your journey!