October 14, 2024

Indie Campers

Lisboa

Customer Support Strategy Analyst

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 a Customer Support Strategy Analyst at Indie Campers, you will play a key role in helping to improve the quality and efficiency of our customer support services. You will assist with analysing customer support data, identifying trends, and supporting the implementation of process enhancements to ensure exceptional customer satisfaction. This is a great opportunity for someone looking to grow their analytical skills and make a direct impact on customer experience and operational excellence.
You will be part of our Operations team based in our Lisbon HQ, reporting to the Customer Support Strategy Director, while collaborating closely with Customer Service, Operations, and Product teams.
WHAT WILL YOU WORK ON?

Analyse customer support data to identify patterns, issues, and opportunities for improvement.
Assist in developing strategies to enhance the quality and efficiency of customer support.
Support monitoring and reporting on key performance indicators (KPIs) related to customer support.
Work with the customer support team to ensure customer issues are resolved in a timely manner.
Help optimise processes for managing customer complaints, refunds, and reimbursements.
Contribute to creating and refining standard operating procedures for customer support.
Provide insights based on data analysis to improve the overall customer experience.
Collaborate with cross-functional teams to align customer support initiatives with broader business goals.
Produce regular performance and KPI reports for the Customer Support Strategy Director.

KPIs:

Quality of on-trip support: % of contacts that were classified as having "solved" the customer need / total contacts
Customer Experience (CE) Dissatisfaction: % of customers that are not satisfied with the services due to:

Lack of good, timely assistance during the booking process
On-trip support quality
Delays in receiving refunds / reimbursements

CE cost / Booking

WHO ARE WE LOOKING FOR?

Bachelor's degree in Business Administration, Industrial Engineering and Management or other Engineering field.
Up to 3 years of experience in consultancy, data analysis, process engineering or continuous improvement
Strong analytical and problem-solving abilities, with a data-driven mindset.
Excellent time management and organisational skills.
Good communication and interpersonal skills.
Ability to adapt and thrive in a fast-paced, dynamic environment.
Detail-oriented with a focus on continuous improvement and operational excellence.
Motivation to take ownership of your tasks and contribute to enhancing the customer experience.
Fluency in English is mandatory.

Are you ready to Go Indie?