Social Media Escalation Associate

4 days ago

Delhi, Delhi, India Atlys Full time ₹ 2,50,000 - ₹ 7,50,000 per year

Job Description
Atlys' mission is to enable every person on earth to travel freely.

At Atlys, we believe that the path to creating a more open world is by making it efficient to travel. Travelers cite visas as the most frustrating pain point, and we're starting by automating that completely. We're looking for talented people who are interested in building the future of travel alongside us.

Building technology to increase global movement liquidity will be one of the most exciting developments in decades. If you are curious why the smartest people want to work at Atlys, read this post.

Job requirements

We're looking for a
Social Media Escalation Associate
- someone who thrives in high-stakes situations and knows how to turn a tough conversation into a moment of trust. You'll be the voice of Atlys on social platforms, handling the most complex and sensitive customer issues that surface publicly on LinkedIn, Twitter/X, Facebook, Instagram, or app store reviews (Play Store/App Store/Trustpilot).

You'll own all high-visibility and sensitive complaints that surface publicly. Your goal isn't just to close a ticket, but to protect the brand, rebuild trust, and drive real change internally.

What You'll Do

  • Ultimate Case Ownership: Take full command of escalated social media and public review cases from initial identification through to complete resolution.
  • Strategic Resolution: Conduct in-depth Root Cause Analysis by collaborating cross-functionally (with Product, Operations, etc.) to not only resolve the immediate issue but also identify and recommend system-level fixes.
  • Reputation Management: Craft clear, concise, and emotionally intelligent public and private responses that acknowledge issues, set accurate expectations, and align with the company's voice and legal guidelines.
  • Process Improvement: Meticulously track, document, and analyze escalation trends to provide direct, actionable feedback to leadership and product teams, directly influencing future service, product, and policy improvements.
  • Stakeholder Liaison: Act as the central point of contact, driving urgency and accountability with internal teams to secure the information and action needed to expedite complex resolutions.

Ideal Candidate

  • 2-4 years in escalations, VIP support, or social media/crisis handling.
  • Exceptional written communication and empathy-led problem solving.
  • Ability to stay calm and professional in heated, public conversations.
  • Strong analytical skills to untangle complex issues.
  • Familiarity with major social platforms and their dynamics.
  • Good judgment and discretion when handling sensitive information.
  • Bonus: Experience with CRM tools, social listening, or crisis comms training.

If solving tough problems and turning them around excites you, we'd love to hear from you.

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