Senior Support Lead at Indie Campers Germany GmbH

Mexico City, Mexico City, Mexico -

Full Time

Start Date

Immediate

Expiry Date

29 Mar, 26

Salary

0.0

Posted On

29 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Operational Excellence, Communication Skills, Service Recovery, Data Analysis, Team Coordination, Training, Customer Satisfaction

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 the Support Lead Specialist - America, you will be part of a regional team that focus on execution of regional processes and managing a set of our local depots and their respective local teams. You will be focused on guaranteeing that operational support procedures are being executed with high-standards in your region, both to our customers and to our local operations. You will play a pivotal role in guaranteeing that all our global support team is executing the processes designed with high-standards to assist our local operation, supporting customers and the team members in your region. You will have a direct impact on customer satisfaction and you will work everyday to improve the experience of our clients, taking the lead either on daily service recovery procedures, understanding how processes could improve to drive customer satisfaction, and implementing customer satisfaction related actions. Reporting directly to the Regional Operations Director, you will play an essential role in the execution of our operation, serving as the voice of the customer inside the regional team and thriving towards a better execution to make sure we deliver up to customers expectations, coordinating your actions with the rest of the team. WHAT WILL YOU WORK ON? Oversee day-to-day local operations execution, analysing customer satisfaction data on a daily basis to understand improvements opportunities. Daily execution of service recovery procedures, proactively reaching out to customer journeys that broke service SLAs and adjusting customer experience accordingly. Coordinate corrective actions with the regional team. Coordinate and deliver customer satisfaction improvement actions, ranging from training to our local team regarding operational procedures, overseeing local operations physical developments, auditing local procedures among other divers. WHO ARE WE LOOKING FOR? 5+ years of experience in customer support roles; Experience in rent-a-car or hospitality industries are a plus; Strong communication skills - being able to effectively communicate with customers and internal teams Passionate about driving operational excellence and thrive in a fast-paced environment Organised and committed to driving customer satisfaction Fluency in English is mandatory Are you ready to #GoIndie?

Responsibilities

Oversee day-to-day local operations execution and analyze customer satisfaction data to identify improvement opportunities. Coordinate corrective actions and deliver customer satisfaction improvement actions to enhance the overall customer experience.