Hybrid Customer Support & Crisis Management - Bangalore (m/f/d) bei Flix

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 a motivated and driven Customer Support & Crisis Management to help shape and grow our operations team, drive efficiencies, and directly influence FlixBus’s success in India. This role will play a key part in scaling our Traffic Control operations across South India while collaborating closely with global teams. 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 a hybrid role based in Bangalore, requires travel and has 24/7 rotational shifts.

About the Role

• Support and grow the South India Traffic Control Team, fostering a high-performance, collaborative culture.
• Define, develop, and implement SOPs aligned with global policies and regional needs.
• Collaborate with Smart Operations at HQ to drive digital transformation and automation.
• Train and coach team members on process updates, ensuring quality and consistency.
• Monitor and analyze KPIs (CSAT, AHT, Process Utilization) to maintain operational excellence.
• Lead onboarding of new team members and oversee quality assurance in daily operations.
• Work with cross-functional teams and stakeholders to streamline workflows and improve efficiency.
• Provide on-call support, lead crisis management, and work flexible rotational shifts including nights and weekends.

About You

• Minimum 6+ years of experience in Customer Service, preferably in the travel, mobility, or transport industry. 
• Strong understanding of customer service operations and KPIs (e.g., SLA, CSAT, AHT, Utilization). 
• Assertive and calm under pressure, especially in high-stress or crisis situations. 
• Highly organized, proactive, and capable of working independently. 
• Excellent verbal and written communication skills. 
• Strong team player with a collaborative mindset. 
• Demonstrates a high commitment to safety and customer satisfaction. 
• Fluent in English and Hindi; knowledge of Tamil/Telugu/Kannada or other regional languages is a plus. 

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

• Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family. 
• Work from (M)Anywhere: Depending on your role, work from another location for up to 30 days per year. 
• Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life. 
• Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members. 
• Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills. 
• Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career. 

To view more local benefits specific to each office location, please check out this link: Locations - Flix Career

Why Join Flix?

At Flix, you’ll find teams that rally together to overcome challenges and spark creativity. We believe in ownership culture - giving you the freedom to take initiative, make an impact, and shape your own career path.
As we continue to expand across the globe, you can make a real difference in how we work.

If you’re ready to grow and lead your journey, Flix is the place for you!