Customer Support Strategy Associate

Há 1 mês

Lisboa, Lisboa, Portugal Indie Campers Tempo inteiro

The Role

As a Customer Support Strategy Associate at Indie Campers, you will play a key role in enhancing the quality and efficiency of our customer support services. You will assist in analyzing customer support data, identifying trends, and supporting the implementation of process enhancements to ensure exceptional customer satisfaction.

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 You Will Work On

  • Analyze 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 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.
  • Produce regular performance and KPI reports for the Customer Support Strategy Director.

Requirements

  • Bachelor's degree in Business Administration, Industrial Engineering and Management, or other Engineering 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 organizational 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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