Flix—Customer Support & Crisis Management (Australia region) - Delhi

Job description

Description: 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 Australia. 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 Australia while physically located in Delhi, India . 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 is an Australia geography focused role based in Delhi (RK Ashram lounge) and you should be willing to worknight shifts and weekends aligned with AEST/AEDT time zones. About the Role - Provide 24/7 real-time assistance to FlixBus drivers operating in Australia via calls, messages, and emails. - Respond to incoming calls and emails from drivers, offering prompt solutions to operational challenges to ensure a smooth and positive experience for passengers. - Monitor and coordinate multiple live rides per shift using internal tools, maintaining on-time service standards. - Coordinate closely with bus hosts and drivers to ensure smooth boarding, stop transitions, and ride completion. - Respond swiftly and appropriately to disruptions such as delays, accidents, or breakdowns, following escalation protocols. - Create and manage tickets using Salesforce (or similar CRM) to document incidents, issues, and resolutions. - Collaborate with global support, operations, and customer service teams to resolve complex issues in real time. - Communicate clearly and professionally with Australian-based staff and drivers across various time zones. - Record and summarize shift activities, driver issues, and escalations for internal reporting and improvement. 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) is mandatory; knowledge of Punjabi & Hindi (basic/intermediate) is a strong plus due to many Punjabi-speaking drivers in Australia. - Proficient in handling email and phone-based support, with experience in ticketing tools like Salesforce or Zendesk 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. - Calm and confident under pressure during live incidents, demonstrating strong attention to detail and ownership. - Willingness to work night shifts and weekends aligned with AEST/AEDT time zones. 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!