Director Customer Support

At Atlys, we’re on a mission to make global travel simpler - starting with visas. And a big part of that experience is how we support our travelers when they need help. As the Director of Customer Delight, you’ll be among leaders that are the voices of Atlys - making sure every traveler feels heard, supported, and genuinely cared for.

This isn’t just about managing a support team. It’s about building a culture of empathy, ownership, and operational excellence. You’ll shape how we show up for our customers, especially when it matters most.

The Job

• Coach, and grow the Customer Delight team to deliver quick, thoughtful, high-quality support.
• Build strategies and systems that make support smoother, faster, and more meaningful.
• Track what’s working (and what’s not) using data, and push for continuous improvements.
• Personally handle high-priority escalations and help your team learn from them.
• Partner with Product, Ops, and Engineering to turn customer feedback into better experiences.
• Stay on top of changing visa rules and make sure our support stays accurate and helpful.
• Use tools and automation to make support more efficient without losing the human touch.
• Always advocate for the customer—while keeping processes sharp and scalable.

The ideal candidate

• Experience: 5–7+ years leading customer service or guest experience teams, ideally in travel, hospitality, or fast-paced tech.
• Leadership: You know how to build strong teams, coach individuals, and create a culture where people do their best work.
• Customer-obsessed: You genuinely enjoy solving problems for people—and making their day better.
• Strong communicator: Comfortable handling tough conversations with customers or teammates. Fluent in English and Hindi.
• Tool-savvy: Proficient with CRMs, dashboards, and using data to make smart decisions.
• Organized and process-driven: You bring structure without adding red tape.
• Flexible: Open to working in a 24/7 rotational shift environment and stepping in when needed.
• Collaborative: You've worked cross-functionally and know how to get things done across teams.

If you’re passionate about helping travelers and excited about building a more connected world, this is the role for you. Join us in simplifying global travel, one visa at a time!