Customer Support Agent

Indie Campers is the leading campervan marketplace, on a mission to make road trips accessible and unforgettable for everyone. Through a digital-first approach and strong customer focus, we deliver high-quality road trips at affordable prices — from short-term RV rentals to long-term subscriptions and vehicle sales.

With over one million nights rented through our platform, we've welcomed more than 300,000 travelers from 169 countries. Our growth is powered by technology, operational excellence, and the passion of our people.

At Indie Campers, we embrace challenges that push us to innovate and raise the bar every day. We are growing our Global Customer Support Center in Manila, a key hub for our worldwide operations, and are looking for talented individuals ready to join our journey.

As a Customer Support Agent at Indie Campers, you'll be at the heart of our customer experience — ensuring that every traveler feels supported before, during, and after their trip.

You will handle inquiries and resolve complex cases through phone, email, and chat, providing empathetic, timely, and effective solutions. Your work will directly impact traveler satisfaction, from real-time trip support to post-trip complaint resolution.

This position is based in our Manila office, reporting to the Regional Customer Support Lead, and collaborating closely with teams across Operations Strategy, Support Strategy, and Asset Management.

Customer & Pre-Trip Support

• Assist travelers with inquiries about bookings, policies, vehicle features, and trip preparation.
• Support local operations teams in ensuring smooth pick-up and drop-off experiences.
• Proactively guide customers to ensure their expectations are clear and aligned with our policies.

On-Trip Assistance

• Provide real-time support through calls, live chat, and email for any issues during trips.
• Troubleshoot vehicle or trip-related problems, coordinating with insurance providers, roadside assistance, and local partners to ensure travelers get back on the road quickly.
• Maintain accurate case tracking and follow-ups through tools such as Zendesk, Talkdesk, or other CRMs.

Post-Trip & Complaints Handling

• Receive, analyze, and resolve customer complaints, providing solutions aligned with company policies.
• Handle escalations involving legal claims, consumer offices, or formal complaint channels.
• Manage review responses on platforms such as Google My Business, TrustPilot, and social media to maintain Indie Campers' brand reputation.
• Identify recurring issues and recommend process improvements to enhance overall service efficiency.

Continuous Improvement

• Conduct root cause analyses (RCA) for frequent problems and share findings with internal stakeholders.
• Update and maintain knowledge base materials to ensure consistent, high-quality service.
• Contribute ideas to improve tools, workflows, and customer experience metrics (CSat, NPS).

• Minimum 2 years of experience in customer support or service recovery, ideally in travel, car rental, or hospitality industries.
• Proven ability to handle multi-channel communication (email, chat, calls) with strong case ownership.
• Experience managing feedback or reviews on social and public platforms (GMB, TrustPilot, etc.).
• Strong analytical and problem-solving skills; able to assess complaints and find fair, empathetic resolutions.
• Calm under pressure, with the ability to handle urgent or sensitive situations professionally.
• Fluent in English (mandatory); additional languages are a plus.
• Familiarity with ticketing/workflow systems (e.g., Zendesk, HubSpot, Freshdesk) is highly valued.
• Willingness to work in rotational shifts covering Monday to Sunday, between 07:00 and 24:00.

• A dynamic role within a fast-growing, international, and innovative environment.
• Opportunity to develop your career in a global operations hub that supports travelers across Europe, North America, and Oceania.
• Continuous training and coaching from experienced leaders.
• Competitive compensation package and free road trips anywhere in our network (subject to availability and internal policy).
• Work with a passionate, multicultural team that shares a love for travel and excellence.