ABOUT US
Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices.
With over one million nights rented through our travel platform, we have welcomed more than 300,000 travelers from 169 countries. We offer a comprehensive and expanding array of road trip possibilities: short-term RV rentals, long-term campervan subscriptions, and the possibility of buying one of our vehicles available for sale.
Rooted in a deep technological focus, our challenges are both exciting and demanding and require top talent and motivation to be successfully pursued. We are growing our team and looking for those interested in pursuing this dream with us and joining an ever-developing journey.
THE ROLE
As an Indie Customer Support Strategy Senior Specialist, you will be responsible for driving strategic improvements in customer support operations by analysing data, identifying improvement opportunities, and working closely with technical teams to implement and measure the impact of these initiatives. You will play a crucial role in enhancing the efficiency, quality, and overall effectiveness of our customer support services, directly contributing to customer satisfaction and operational success.
This position will report directly to the Customer Support Strategy Director and involve close collaboration with the Customer Service, Operations, and Product teams.
WHAT WILL YOU WORK ON?
- Analyse customer support data to uncover trends, pinpoint challenges, and lead strategic improvements.
- Research data and organisational feedback to develop business cases for improvement, balancing short-term OPEX impact with long-term investments.
- Provide data-driven insights to improve customer experience and efficiency, while optimising support processes such as complaint management, refunds, and reimbursements.
- Work on both short-term tactical improvements and long-term structural initiatives (such as operating models, platform, scaling, etc).
- Implement process enhancements by collaborating with technical teams and monitor the success of these initiatives based on key performance indicators (KPIs).
- Support cross-functional teams in aligning customer support strategies with business objectives.
WHO ARE WE LOOKING FOR?
- Bachelor's degree in Business Administration, Engineering, or other relevant field.
- Must have a solid background in strategy and consulting, with 5+ years of experience in customer support strategy, operations management, or consultancy.
- Proven track record in enhancing customer experience and driving operational efficiency.
- Strong analytical skills with the ability to leverage data to inform decisions and optimize support processes.
- Detail-oriented and committed to operational excellence, with a proactive attitude toward continuous improvement.
- Deep understanding of customer needs and a commitment to delivering exceptional service and user experiences.
- Proficiency in customer support software and tools is an advantage.
- Excellent communication and collaboration skills, capable of effectively managing relationships with internal teams and external partners.
- Fluency in English is mandatory.
Are you ready to Go Indie?
What We Do
Indie Campers is your go-to marketplace for road trips. Aggregating over 6.000 own vehicles between RVs, campervans, motorhomes, and other recreational vehicles of countless private and professional hosts. We operate across Europe, North America and Oceania, being physically present in over 70 cities.
Founded in 2013 by two good friends, Indie Campers has set its mission on democratizing road trips by enhancing travel experiences and lowering prices for millions of travelers worldwide. We envision becoming the world's no. 1 road trip provider and are quickly expanding - vertically and geographically.
With over one million nights rented through our travel platform, we have welcomed more than 300,000 travelers from 169 countries. We offer a comprehensive and expanding array of road trip possibilities: short-term RV rentals, long-term campervan subscriptions, and the possibility of buying one of our vehicles available for sale.
Rooted in a deep technological focus, our challenges are both exciting and demanding and require top talent and motivation to be successfully pursued. We are growing our team and looking for those interested in pursuing this dream with us and joining an ever-developing journey.
Join us: https://indiecampers.com/careers
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