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FlixBus is seeking a Customer Support & Crisis Management Executive to provide real-time operational support for FlixBus services in the Australia region. This role is based in Delhi, India (RK Ashram lounge) and focuses on supporting drivers, hosts, and customers across Australian operations while working night shifts and weekends aligned with AEST/AEDT time zones.
Key Responsibilities:
- 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
- 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
The role combines customer support, operations, and crisis handling, with a focus on ensuring seamless communication and maintaining smooth transport operations to enhance the end-customer experience through efficient backend coordination.
Requirements:
- Bachelor's degree in any discipline (mandatory)
- 2–3 years of experience in a Customer Service role, preferably in travel, mobility, transport operations, logistics, or dispatch
- Fluency in English (spoken and written) is mandatory; knowledge of Punjabi and Hindi (basic/intermediate) is a strong plus
- 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
- Calm and confident under pressure during live incidents, with strong attention to detail and ownership
- Willingness to work night shifts and weekends aligned with AEST/AEDT time zones
