Customer Support Operations Manager

Há 1 mês


Lisboa, Lisboa, Portugal Indie Campers Tempo inteiro
About Indie Campers

Indie Campers is a leading campervan marketplace that aims to make road trips accessible to everyone. With a strong focus on customer-centricity and a digital approach, we have developed a robust booking experience and high-quality road trips at affordable prices. Our platform has welcomed over 300,000 travelers from 169 countries, with over one million nights rented through our travel platform.

The Role

We are seeking a Customer Support Strategy Specialist to drive strategic improvements in customer support operations. As a key member of our team, you will analyze data, identify improvement opportunities, and work closely with technical teams to implement and measure the impact of these initiatives. Your primary goal will be to enhance the efficiency, quality, and overall effectiveness of our customer support services, directly contributing to customer satisfaction and operational success.

Key Responsibilities
  • Analyze customer support data to uncover trends, pinpoint challenges, and lead strategic improvements.
  • Research data and organizational 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 optimizing support processes such as complaint management, refunds, and reimbursements.
  • 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.
Requirements
  • 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.


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