October 14, 2024

Indie Campers

Lisboa

Customer Support Strategy Specialist

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 Campers Customer Support Strategy 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.

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, Engineering or other relevant field.
Strong experience (ideally 5+ years) in customer support strategy, operations management, or consultancy, with a proven record of 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?