Customer Service Agent - Bilingual (Onsite) (m/f/d)

At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable.

To support our ambitious growth in the US, we are now looking to fill the exciting role of Operations Contact Center Agent - Bilingual (Onsite) for our internal Traffic Control team in our Monterrey, Mexico office.

About the Role

• Proactively manage traffic situations for interstate and intrastate bus services, keeping passengers informed about delays, malfunctions, and implementing alternative solutions.
• Respond to inquiries and assist in investigating and resolving bus driver, bus partner, and customer concerns.
• Respond to and coordinate emergency situations.
• Continuously strive to optimize operational processes to continuously improve the quality of our services.
• Coordinate personnel responsibilities and vehicle deployment whenever operational changes occur.
• Interact with all parties involved in the FlixBus fleet, especially bus partners' drivers, bus partners (owners, operations managers, and dispatchers).
• Maintain compliance with administrative policies and procedures, safety regulations, environmental policies, and government requirements at all times.
• Provide ongoing support to the Team Lead, Traffic Control, Compliance, and Emergency Management, and take on additional responsibilities as needed to maintain operational excellence.

About You

• High school diploma.
• At least two (2) years of professional experience working in a call center, preferably within transportation, security, logistics, or emergency response
• Fluent in English.
• Highly preferred: Professional proficiency in Canadian French (Québécois/French-Canadian). As Flix expands into a new market with French-Canadian speaking drivers, candidates with this language skill will receive priority consideration.
• Flexibility and availability to work non-traditional hours as part of a 24/7 operation.
• Ability to actively listen and understand driver, bus partner, and passenger needs to provide effective and creative solutions.
• Passion for public transportation and a strong interest in the bus industry.
• Comfortable adapting to new technologies and proficient in Microsoft Office Suite.
• Ability to work independently with minimal supervision while making critical decisions in the interest of safety and customer service
• Fluency in additional languages, including Spanish, Cantonese, and/or Mandarin, is also a plus.

We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you!

What We Offer

• Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family.
• Work from (M)Anywhere: Depending on your role, work from another location for up to 60 days per year.
• Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life.
• Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members.
• Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills.
• Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career.

To view more local benefits specific to each office location, please check out this link: Locations - Flix Career

Why Join Flix?

At Flix, you’ll find teams that rally together to overcome challenges and spark creativity. We believe in ownership culture - giving you the freedom to take initiative, make an impact, and shape your own career path.
As we continue to expand across the globe, you can make a real difference in how we work.

If you’re ready to grow and lead your journey, Flix is the place for you!