Customer Support Strategy Associate

Há 1 mês


Lisboa, Lisboa, Portugal Indie Campers Tempo inteiro

The Role

As a key member of our Operations team at Indie Campers, you will play a pivotal role in enhancing the quality and efficiency of our customer support services. Your analytical skills will be instrumental in identifying trends and opportunities for improvement, ensuring exceptional customer satisfaction.

You will work closely with our Customer Service, Operations, and Product teams to develop and implement strategies that drive operational excellence. Your data-driven approach will help us refine our processes and optimize our customer support services.

Key Responsibilities

  • Analyse customer support data to identify patterns and areas for improvement.
  • Develop and implement strategies to enhance customer support quality and efficiency.
  • Monitor and report on key performance indicators (KPIs) related to customer support.
  • Collaborate with the customer support team to resolve customer issues in a timely manner.
  • Optimize 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.

Requirements

  • Bachelor's degree in Business Administration, Industrial Engineering and Management, or a related field.
  • Background in Strategy & Consulting with +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.


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