Support Agent

3 semanas atrás

Lisboa, Lisboa, Portugal Indie Campers Tempo inteiro

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 Road Trip Support Agent at Indie Campers, you'll be a key player in ensuring our travelers have a smooth and enjoyable journey. You will be the first point of contact for both external customers (travelers) and internal teams (local operations and support teams), assisting with everything from pre-trip inquiries to on-trip issues and local operational resolutions.

Operating in a contact center environment (calls, live chats & emails), you'll handle queries about existing bookings, support internal teams with customer interactions at pick-up and drop-off, local team change needs to better serve customers, and provide real-time assistance for any challenges that arise on-trip. Whether it's troubleshooting vehicle issues, coordinating emergency roadside services, or liaising with our local operations, insurance providers or external partners, you'll play a critical role in getting our travelers back on the road as quickly as possible, guaranteeing a successful resolution of their problems and maximizing their service satisfaction.

WHAT WILL YOU WORK ON?

Customer & Pre-trip Support

  • Assist customers with inquiries about upcoming bookings, ensuring a seamless start to their journey.
  • Support internal teams (local operations and other customer support teams) in delivering a smooth pick-up and drop-off experience.
  • Provide guidance to customers on Indie Campers' policies, vehicle functionalities, and trip expectations.

On-Trip Support

  • Handle urgent and non-urgent customer requests in real-time, through phone, live chat, and email.
  • Troubleshoot issues travelers may encounter during their trip, offering step-by-step solutions.
  • Coordinate roadside assistance (e.g., towing services, problem resolution, vehicle swaps, etc.) and track progress to ensure customers are back on the road.
  • Work closely with insurance companies, service providers, and partners to activate necessary support when needed.

Operational Coordination & Continuous Improvement

  • Maintain accurate records of all cases in internal tools (e.g., Zendesk, Talkdesk, CRM) to ensure proper follow-up.
  • Communicate with empathy, professionalism, and a problem-solving mindset to ensure customers feel supported.
  • Identify and report operational challenges that impact service quality, proposing solutions and ensuring follow-through.
  • Conduct Root Cause Analysis (RCA) for recurring issues and contribute to process improvements.

Develop and improve internal documentation and self-service materials to enhance team efficiency and customer autonomy.

WHO ARE WE LOOKING FOR?

  • Previous experience in emergency dispatching, roadside assistance, or high-level customer service, preferably in time-sensitive or urgent support roles.
  • A strong sense of urgency and adaptability, with the ability to stay calm and focused when assisting customers facing unexpected and stressful situations.
  • Excellent problem-solving skills, capable of navigating high-pressure scenarios with precision, speed, and empathy.
  • Ability tomanage multiple cases simultaneously while maintaining high-quality service.
  • Availability to workfive 8-hour shifts per week, scheduled between 07:00 and 24:00, Monday through Sunday (rotational shifts).
  • Fluency in English (mandatory); additional European languages are highly valued.
  • Mechanical, fleet, or campervan knowledge is a strong plus.

THE INDIE COMMITMENT

  • A dynamic position in a young, fast-growing and innovative company. At Indie Campers, no two days are the same and your contribution makes a difference;
  • Continuous training and coaching by senior managers to develop your skills;
  • Competitive package including private health insurance, Indie Benefits, and free road trips anywhere in Europe, North America and Oceania (subject to campervan availability).
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