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Atlys is building an AI-first platform to remove friction from international travel, having processed visas for 1M+ travellers across 127 countries. The company's mission is to enable every person on Earth to travel freely by simplifying visa processes and travel planning.
You will lead a high-performing customer-facing Guest Advisory team responsible for converting traveller interest into confident decisions and successful conversions. This is a people-management role combining strong communication, commercial instinct, and operational discipline in a fast-paced, high-volume environment.
Key responsibilities include:
- Leading, coaching, and motivating the Guest Advisory team to achieve customer experience and conversion goals
- Overseeing customer interactions across calls, chats, and email, ensuring travellers receive relevant, personalized guidance
- Driving team performance in lead qualification, follow-ups, objection handling, and conversion while maintaining a customer-first approach
- Conducting regular coaching, feedback, and performance reviews to improve communication, product knowledge, and sales skills
- Ensuring the team delivers clear, empathetic, and accurate guidance on Atlys products, visa processes, and timelines
- Monitoring customer conversations and lead journeys to maintain high standards of quality, accuracy, and follow-through
- Tracking key team metrics, identifying performance gaps, and taking proactive actions to improve productivity and conversion
- Identifying recurring customer questions, objections, and pain points to drive actionable improvements
- Collaborating cross-functionally with Marketing, Fulfilment, Product, and other teams to resolve issues and strengthen the customer journey
- Maintaining accurate lead, customer, and interaction data with strong operational discipline
Atlys offers competitive compensation and equity, comprehensive health insurance, paid time off, office meals, learning & development credits, relocation support, high-spec equipment, and a vibrant office with recreational facilities including pickleball, table tennis, gaming, and an F1 simulator.
REQUIREMENTS:
- 2+ years of experience in sales, pre-sales, customer success, customer experience, or another customer-facing role, with experience leading or mentoring a team
- Strong track record of driving conversions, managing customer journeys, and achieving performance targets
- Clear and confident communication with ability to coach others and simplify complex information
- Empathetic and persuasive approach without being pushy; strong understanding of customer needs and buying behaviour
- Comfortable using data and performance metrics to identify opportunities and improve outcomes
- Proactive, organized, and able to manage multiple priorities in a fast-paced, high-volume environment
- Strong ownership and problem-solving skills; ability to handle complex customer situations
- Passion for building teams, developing people, and creating a high-performance culture
- Comfortable with 6-day work schedule: Monday to Friday in-office and rotational WFH shift on Saturday or Sunday
