Customer Support Manager- APAC

4 weeks ago

Manila, National Capital Region, Philippines Indie Campers Full time
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 - APAC, you will be part of a regional team that focuses 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 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 operations, supporting customers and the team members in your region. You will have a direct impact on customer satisfaction and you will work every day to improve the experience of our clients, taking the lead 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 identify improvement opportunities.
  • Daily execution of service recovery procedures, proactively reaching out to customer journeys that broke service SLAs and adjusting the 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 duties.
WHO ARE WE LOOKING FOR?
  • 5+ years of experience in customer support roles
  • Experience in rent-a-car or hospitality industries is a plus
  • Strong communication skills – effectively communicate with customers and internal teams
  • Passionate about driving operational excellence and thriving in a fast-paced environment
  • Organised and committed to driving customer satisfaction
  • Fluency in English is mandatory
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Other
  • Industries: Travel Arrangements

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