Customer Support Strategy Analyst

Há 1 mês


Lisboa, Lisboa, Portugal Indie Campers Tempo inteiro

About Indie Campers

We are a leading campervan marketplace dedicated to making road trips accessible to everyone. Our customer-centric approach and digital platform 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 have welcomed more than 300,000 travelers from 169 countries. Our expanding array of road trip possibilities includes short-term RV rentals, long-term campervan subscriptions, and vehicle sales.

The Role

As a Customer Support Strategy Analyst at Indie Campers, you will play a key role in enhancing the quality and efficiency of our customer support services. You will assist in analysing 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 Lisbon, reporting to the Customer Support Strategy Director, while collaborating closely with Customer Service, Operations, and Product teams.

Key Responsibilities

  1. Analyse customer support data to identify patterns, issues, and opportunities for improvement.
  2. Assist in developing strategies to enhance the quality and efficiency of customer support.
  3. Support monitoring and reporting on key performance indicators (KPIs) related to customer support.
  4. Work with the customer support team to ensure customer issues are resolved in a timely manner.
  5. Help optimise processes for managing customer complaints, refunds, and reimbursements.
  6. Contribute to creating and refining standard operating procedures for customer support.
  7. Provide insights based on data analysis to improve the overall customer experience.
  8. Collaborate with cross-functional teams to align customer support initiatives with broader business goals.
  9. 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.
  • Up to 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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