Visa Specialist

5 days ago

Bangalore, India The Experience Co. Full time

This role is only for folks that have atleast 2 years of experience with visa applications & management (Schengen, Japan, South Africa, etc).

About the job

Experience Co. is a an experiential brand that curates & produces some of India’s most happening travel IPs from creative residencies to festivals & adventures for artists, creators, founders, leaders & misfits.

Experience Co. projects are built around 3 things, one - 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'll do?

TLDR; Own the post-sales journey for high-profile clients travelling on our adventures to manage their visa journey, provide timely visa assistance & work with visa vendors to ensure a seamless visa journey. In this role, you will be part of our larger business team, and cross-collaborate with different teams to increase operational efficiency.

The longer version

Travel is core to the Experience Co. business & our members are some of the dynamic professionals & talent in the country. Think Director @ Netflix, Design Lead at Meta, Emmy award winning artists, International Art Project founders and beyond.

As the Visa & Travel Manager, you will be responsible for creating a seamless experience for our guests to travel with us, stress-free.

You will get a chance to be an internal champion for our customers by owning the entire visa and travel journey. You will be in the front-seat to enable founders, creators, leaders & misfits go on life-altering adventures while increasing customer centricity in the organisation.

Key Responsibilities:

Visa Operations

1. Work with our visa executive (Koyel) to deliver timely visa assistance to all of ExCo's guests

2. Resolve Issues - Handle escalations and urgent visa requests, ensuring the team responds quickly and effectively to any challenges

3. Maintain detailed records of all applications, processing times, and outcomes, and prepare reports for internal teams

4. Stay updated on visa regulations and requirements, providing guidance to clients and team members on changes in policies

5. Create visa-checklist and documents for new destinations launched by Experience Co.

6. Conduct detailed doc reviews for visa application and share feedback with the guests

7. Liaison & maintain relationships with visa vendors on behalf of the company

8. Create training documents, and customer documents for making the process of visa application easy

9. Continuously improve the visa application workflow by identifying bottlenecks and finding solutions to increase operational efficiency

Business Ops

1. Create detailed reports for the business ops team to identify mistakes, insights & ways to make the business processes better

2. Work closely with internal teams (sales, operations, customer success) to ensure all clients have a smooth travel experience.

3. Work closely with Business team to efficiently run the department

4. Deliver fantastic customer experience at all touchpoints

Improvement, Reviews & Reporting

  • Continuously refine and improve internal processes to enhance operational efficiency.
  • Design and implement strategies to address recurring customer issues, driving long-term solutions.
  • Elevate customer experience across all touchpoints by gathering insights and implementing improvements.
  • Take responsibility for key performance metrics, including customer satisfaction (CSAT) scores and other relevant KPIs.

You’d be a great fit if you

  • Have prior experience in the Travel domain
  • Are able to hold conversations with others
  • Can wear a strong brand lens and are relationship driven
  • Are great at improving processes to reduce churn
  • Have managed business operations for at least 2 years at a B2C company
  • Creative thinker & passionate about travel & experience industry
  • Strong organisational skills and attention to detail
  • Understand the power of great customer experience to contribute to business growth
  • Genuinely invested in enabling people to find new experiences and travel the world
  • You enjoy process and structures.
  • You like managing people and can retain them.
  • Have exhibited extreme ownership in the past within your function
  • Have delivered in dynamic teams and have a knack to get things done

Organisation Structure

This role will report directly to the Head of Business Operations of the company.

About You

  • Startup Fit You know what you're getting into, and the prospect of joining a small and growing team excites you.
  • You want ownership over your work and can function independently. You want more responsibility and accountability doesn't scare you. You want to drive impact in your particular area of expertise on the product.
  • You understand the startup mindset. You are comfortable with uncertainty and remain adaptable in what you do. You seek to build quick iterations and learn fast. You're used to being scrappy and can function in a way that is nimble and resourceful. You seek growth.
  • You've effectively worked on small and close-knit teams. You're comfortable having little support structure but know what it looks like and feel empowered to build it.
  • You're motivated by impact and the opportunity to create something new. You care about what you build and want to create with efficiency.
  • You're user-driven in what you do. You're comfortable and eager to meet customers and want to develop an empathetic understanding of their problems to ensure we're building the right solutions.

Culture fitment

  • You've effectively worked on small and close-knit teams
  • You know what you're getting into, and the prospect of joining a small and growing team excites you
  • You want ownership over your work and can function independently
  • You want more responsibility and accountability doesn't scare you. You want to drive impact in your particular area of expertise on the product
  • You are comfortable with uncertainty and remain adaptable in what you do. You seek to build quick iterations and learn fast. You're used to being scrappy and can function in a way that is nimble and resourceful. You seek growth
  • You're comfortable and eager to meet customers and want to develop an empathetic understanding of their problems to ensure we're building the right solutions.

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