Support Strategy
2 meses atrás
THE ROLE
As Support Strategy Specialist - Training and Processes you will be an expert within a central team dedicated to optimizing and managing the strategies for both Customer Support and Operational Support and be responsible for structuring a specific capability of our operating model so that the main objectives of Operations: fleet availability, customer satisfaction and operational efficiency are achieved.
You will be responsible for developing and implementing training programs and process guidelines that empower the Global Support Delivery team and Regional Support Leads, the backbone of our support operations, to deliver exceptional service. To excel in this role, you will need to develop a deep understanding of Indie Campers' value proposition and the terms and conditions that define our customer relationships throughout the entire journey. Armed with this knowledge, you will create and refine strategies to ensure that all support agents—whether they handle pre-trip inquiries, on-trip assistance, or service recovery—as well as their team leaders, are thoroughly trained and equipped to perform their roles at the highest level.
Reporting directly to the Support Strategy Director, this role is critical for ensuring that our support teams are well-prepared, that processes are rigorously followed, and that the quality of service delivery is consistently high across all regions.
WHAT WILL YOU WORK ON?
Own the creation of training strategies for all support agents and team leaders, ensuring that each group receives tailored training that equips them to handle their specific responsibilities effectively, over their responsibilities of pre-trip, on-trip, post-trip support and service recovery capabilities. Establish and standardize comprehensive training programs that cover all necessary skills, knowledge, and processes for agents that require those capabilities. Ensure that these programs are engaging, practical, and aligned with the company’s service standards. Develop and enforce standardized process guidelines that agents and team leaders must follow, ensuring consistency in service delivery and adherence to best practices across all support functions. Continuously monitor the effectiveness of training programs through assessments, feedback, and performance metrics. Use these insights to refine and improve training content and delivery methods. Work closely with the Global Support Delivery team to ensure that trained processes are being followed consistently, and that service delivery meets the established quality standards. Implement quality assurance measures to identify gaps and areas for improvement. Creation and coordinate strategic projects that result in implementation of structural changes to the support operational model and that improves key components of the service given to the customer and our local operations, tracking progress to ensure timely delivery within scope, and monitoring performance to ensure adherence to set goals. Lead, train and manage the junior team members of the Support Strategy team that are allocated to projects and initiatives that you will be coordinating. Act as a mentor and guide to less experienced analysts, sharing your expertise and helping to develop the next generation of talent within the team. Collaborate with Regional Teams: Work closely with regional directors and local teams to adapt and apply central strategies to specific regional contexts, ensuring successful implementation and execution.WHO ARE WE LOOKING FOR?
Holds a degree in Business Management, Engineering, Economics, or similar field. 6-8 years of experience in a strategic consulting firm or a strategic role within the operations or customer support department of a company, particularly in managing training programs and process implementation within a call center or support center environment. Passion for teaching and ensuring consistency in service delivery. You take pride in developing training programs that equip teams to perform at their best and enjoy creating processes that guarantee high-quality customer support across the board. Specialist Knowledge in Training and Process Development: In-depth knowledge of training program design, process standardization, and quality assurance in a customer support setting, with a proven track record of driving significant improvements in these areas. Advanced Analytical and Instructional Design Skills: Strong ability to analyze training needs, develop effective instructional materials, and translate complex processes into easily understood training content that enhances performance and service quality. Deep Understanding of Customer Relationships: A thorough understanding of Indie Campers' value proposition and the terms and conditions that govern customer relationships, ensuring that all training and processes align with these core principles. Communication and Leadership skills: Excellent verbal and written communication skills, with the ability to convey complex ideas clearly and effectively and influence decision-making at senior levels. Proven experience in mentoring and developing junior team members. Collaborative Leadership: Strong ability to collaborate across multiple teams and regions, with a focus on ensuring that central strategies are effectively implemented and adapted to local contexts. Results-Oriented and ambitious: Highly organized, detail-oriented, and focused on delivering results that contribute to the company’s operational success. Fluency in English is required.-
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