Customer Support & Operations Associate
Job Description
Note: This role is perfect if you&aposre a high-energy problem-solver who thrives in dynamic, fast-paced environments. You proactively turn chaos into order, love owning the customer journey end-to-end, and come with at least 2-3 years of experience in customer support, operations, or cross-functional roles.If that sounds like youread on!
About Us
Experience Co. is an experiential travel brand that curates & produces some of Indias most happening travel IPs from creative residencies to festivals & adventures for artists, creators, founders, leaders & misfits.
Experience Co. projects are built around 3 things: designing and running travel experiences across 20+ countries, nurturing a community of over 5000+ handpicked curated people who have been part of our experiences, and driving life-altering collisions & epiphanies through our experiences & communities.
ExCo is a bootstrapped, profitable company backed by a team that has over 100+ years of cumulative experience in running, creating & producing experiential events across the world from Iceland to Japan and everything in between.
What you&aposll do
TLDR; Own post-sales customer experience, managing proactive support, clear communication, accurate payments, and ensuring seamless operations every step of the way.
The longer version
Youre more than customer supportyou&aposre the bridge connecting our travelers to seamless operations. Your job is to ensure every customer query, payment, and operational detail is handled proactivelyno follow-ups, no confusion, just clarity, empathy, and momentum
Key Responsibilities:
Customer Support Excellence: Communicate daily with travelers via WhatsApp, emails, and calls, handling queries swiftly, clearly, and empathetically.Booking & Cancellation Management: Manage edition changes, cancellations, refunds, and special requests with clarity, precision, and professionalism.
Payments Management: Send payment links for installments, adjustments, and final payments. Track diligently and update our CRM instantly.
Proactive Follow-ups: Strategically follow up with unresponsive customers to ensure timely resolutions, maintaining persistence and warmth.
Operational Execution: Coordinate timely delivery of flights, visas, payment confirmations, and essential travel documents based on internal schedules.
Backend Payment Accuracy: Immediately update payment statuses and maintain accurate records, ensuring zero discrepancies.Real-Time Problem Solving: Address operational surprises swiftlyanticipating challenges and proactively finding solutions.
Youd be a great fit if:
You have 3+ years experience in customer support, operations, or cross-functional roles in dynamic companies.
Exceptional written & verbal communication is your superpoweryoure direct, clear, and empathetic.
You&aposre naturally organizedchecklists, payment tracking, and precise documentation are second nature.
Detail-oriented isnt just a traitits who you are. You catch small errors before they become issues.
You multitask effortlessly, juggling customers, deadlines, and payments without breaking a sweat.
You own tasks end-to-end; no one ever needs to remind you.
You thrive in high-energy environments and love working collaboratively with passionate teams.
Youre adept with payment tools, CRM systems, email automationor are quick to master them.
Organisation Structure
This role reports directly to the Associate Business Director, collaborating closely with finance, sales, and business teams.
About You
Startup Fit:
You know what you&aposre getting into, and joining a growing team excites you.
You&aposre comfortable working independently and taking full ownership of your role.
You&aposre motivated by impact and thrive with increased responsibility and accountability.
You adapt quickly to change, enjoy iterating fast, and embrace uncertainty.
You&aposre resourceful, scrappy, and seek continuous growth and improvement.
Culture Fit:
You&aposve effectively worked in small, close-knit teams.
You enjoy building empathetic relationships with internal stakeholders and vendors.
You&aposre driven by ensuring operational excellence and efficiency.
You want to create meaningful experiences and solve real-world problems for our community.