Job
Description
At Atlys, we are on a mission to make global travel simpler, starting with visas. As the Director of Customer Delight, you will be part of the leadership team ensuring that every traveler feels heard, supported, and genuinely cared for. Your role goes beyond managing a support team; it involves fostering a culture of empathy, ownership, and operational excellence. You will play a crucial role in defining how we interact with our customers, particularly during critical moments. Your responsibilities will include coaching and developing the Customer Delight team to provide prompt, thoughtful, and high-quality support. You will design strategies and implement systems to enhance the efficiency and meaningfulness of customer support. By analyzing data, you will identify areas for improvement and drive continuous enhancements. Additionally, you will handle high-priority escalations personally and facilitate learning opportunities for your team. Collaborating with Product, Ops, and Engineering teams will allow you to translate customer feedback into enhanced experiences. Staying updated on visa regulations will ensure that our support remains accurate and beneficial. Leveraging tools and automation, you will optimize support processes while maintaining a personal touch. Advocating for the customer's needs will be a priority while ensuring that operational procedures are efficient and scalable. The ideal candidate for this role should have at least 7 years of experience leading customer service or guest experience teams, preferably in the travel, hospitality, or fast-paced tech industry. You should possess strong leadership skills to build and empower teams, coach individuals, and cultivate a conducive work culture. Being customer-obsessed, you should derive satisfaction from problem-solving and enhancing customers" experiences. Effective communication skills, proficiency in English and Hindi, and familiarity with CRMs and data-driven decision-making are essential. Your organizational skills, process-driven approach, flexibility to work in a 24/7 rotational shift environment, and collaborative nature will contribute to your success in this role. If you are passionate about assisting travelers and enthusiastic about contributing to a more interconnected world, we invite you to be a part of our mission to simplify global travel, one visa at a time. Join us on this journey towards making travel easier and more delightful for everyone!,
