Customer Support Operations Specialist

3 semanas atrás


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

We're a leading campervan marketplace, dedicated to making road trips accessible to everyone. Our digital approach and customer-centric focus have enabled us to develop a strong booking experience and offer high-quality road trips at affordable prices.

With over one million nights rented through our platform, we've welcomed more than 300,000 travelers from 169 countries. We offer a diverse range of road trip possibilities, including short-term RV rentals, long-term campervan subscriptions, and vehicle sales.

The Role

We're seeking a Customer Support Strategy Specialist to drive strategic improvements in customer support operations. As a key member of our team, you'll analyze data, identify improvement opportunities, and work closely with technical teams to implement and measure the impact of these initiatives.

Your primary focus will be on enhancing the efficiency, quality, and overall effectiveness of our customer support services, directly contributing to customer satisfaction and operational success.

Key Responsibilities
  1. Analyze customer support data to uncover trends, pinpoint challenges, and lead strategic improvements.
  2. Research data and organizational feedback to develop business cases for improvement, balancing short-term OPEX impact with long-term investments.
  3. Provide data-driven insights to improve customer experience and efficiency, while optimizing support processes such as complaint management, refunds, and reimbursements.
  4. Implement process enhancements by collaborating with technical teams and monitor the success of these initiatives based on key performance indicators (KPIs).
  5. Support cross-functional teams in aligning customer support strategies with business objectives.
Requirements
  • Bachelor's degree in Business Administration, Engineering, or a 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.
What We Offer

At Indie Campers, we're committed to creating a dynamic and supportive work environment that fosters growth and development. If you're passionate about delivering exceptional customer experiences and driving operational excellence, we encourage you to apply for this exciting opportunity.



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