Roadtrip Support Agent at Indie Campers Germany GmbH

Ciudad de México, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

13 Oct, 26

Salary

0.0

Posted On

15 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Emergency Dispatching, Roadside Assistance, Problem Solving, Conflict Resolution, English Fluency, Case Management, Crisis Management, Communication Skills, Technical Troubleshooting

Industry

Travel Arrangements

Description

ABOUT US Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices. With over one million nights rented through our travel platform, we have welcomed more than 300,000 travelers from 169 countries. We offer a comprehensive and expanding array of road trip possibilities: short-term RV rentals, long-term campervan subscriptions, and the possibility of buying one of our vehicles available for sale. Rooted in a deep technological focus, our challenges are both exciting and demanding and require top talent and motivation to be successfully pursued. We are growing our team and looking for those interested in pursuing this dream with us and joining an ever-developing journey. THE ROLE As a Global Support Agent at Indie Campers, you’ll be a key player in ensuring our travelers have a smooth and enjoyable journey. You will be the first point of contact for both external customers (travelers) and internal teams (local operations, and support teams), assisting with every step of the trip experience from pre-trip inquiries to on-trip issues and local operational resolutions. Operating in a contact center environment (calls, live chats & emails), you’ll handle queries about the whole booking cycle, support internal teams with customer interactions at pick-up and drop-off, local team change needs to better serve customers, and provide real-time assistance for any challenges that arise on-trip. Whether it’s troubleshooting vehicle issues, coordinating emergency roadside services, or liaising with our local operations, insurance providers or external partners, you’ll play a critical role in getting our travelers back on the road as quickly as possible, guaranteeing a successful resolution of their problems and maximizing their service satisfaction. WHAT WILL YOU WORK ON? Respond promptly and professionally to customer inquiries via email, chat, or phone, providing clear guidance and support. Investigate and resolve on-trip issues, including vehicle problems, insurance claims, and equipment failures, coordinating with depots and external service providers as needed. Manage disputes and complaints with tact and empathy, following company policies and relevant legal frameworks. Document all interactions and actions taken in the internal system to ensure accurate records and enable follow-up. Escalate complex or unresolved issues to management or specialized teams while maintaining customer communication. Provide guidance to customers on operational use of vehicles, equipment, and onboard systems. Continuously update knowledge of fleet vehicles, procedures, and company policies to deliver accurate support. Collaborate with global support team members to share insights, best practices, and improvements for customer experience. Develop and improve internal documentation and self-service materials to enhance team efficiency and customer autonomy. WHO ARE WE LOOKING FOR? 1-2 years experience in emergency dispatching, roadside assistance, or high-level customer service, preferably in time-sensitive or urgent support roles. A strong sense of urgency and adaptability, with the ability to stay calm and focused when assisting customers facing unexpected and stressful situations. Excellent problem-solving skills, capable of navigating high-pressure scenarios with precision, speed, and empathy. Ability to manage multiple cases simultaneously while maintaining high-quality service. Availability to work in rotating shifts, scheduled between 07:00 and 22:00, Monday through Sunday (rotational shifts). Fluency in English (mandatory); additional European languages are highly valued. Mechanical, fleet, or campervan knowledge is a strong plus. THE INDIE COMMITMENT! A dynamic position in a young, fast-growing and innovative company. At Indie Campers, no two days are the same, and your contribution makes a difference; Continuous training and coaching by senior managers to develop your skills; Competitive package including Indie Benefits, and free road trips anywhere in Europe, North America and Oceania (subject to campervan availability). Are you ready to Go Indie?

Responsibilities

Act as the primary point of contact for travelers and internal teams to resolve pre-trip and on-trip issues. Coordinate vehicle troubleshooting, insurance claims, and emergency roadside services to ensure a smooth customer journey.