Customer Support Team Lead-APAC

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 Customer Support Team Lead your goal is to enable the Customer Excellence team to provide world-class support to customers. This will be achieved with continuous improvement process implementation, solving pain points on key areas, establishing objectives and key results to ensure consistency on customer experience. The successful candidate will play a critical role in service delivery, being responsible for building and developing the structure for a team of Booking Specialists to thrive and excel. The Customer Support Team Lead will be an integral contributor to the team, working within and promoting the Company Values.

Additionally, you will also be responsible for our office in Manila and ensure the smooth running of the office on a daily basis and complete various administrative support and organisational tasks to maintain the ongoing requirements.

WHAT WILL YOU WORK ON?

• Directly coach a team of booking specialists on the day-to-day operation;
• Manage agreed processes and policies and ensure the team is able to interpret and translate to the customer, achieving quality assurance;
• Plan for continuous improvement processes, set clear objectives and key results;
• Create side projects and tasks to remove roadblocks customer experience journey;
• Be the main customer champion and align team with Indie Campers community standards motivating the team to provide best-in-class service;
• Develop and maintain a positive working environment, based on open communication;
• Encourage creativity and risk-taking;
• Operate with honesty, integrity and transparency in all aspects of the work;
• Carry out any administrative or managerial duties in an accurate, diligent and timely manner;
• Managing office budget and monthly reconciliation of invoices;
• Control of stock regarding office stationary and merchandising;
• Managing suppliers, research of new deals/partnerships and resolution of accounting discrepancies;
• Support in the organisation and management of corporate events and the booking of accommodation and transport;

WHO ARE WE LOOKING FOR?

• 2 years' contact centre / operational experience;
• 1 year's people management experience, (contact centre preferred);
• Excellent knowledge of Microsoft Office & Google Suite (Excel and Google sheets);
• Demonstrates a strong performance ethos and personal commitment to achieving outstanding performance;
• Excellent decision-making skills;
• Demonstrated ability to perform well in a rapidly changing environment and across multiple teams;
• Proven track record of collaborating with cross-functional groups to produce results;
• Degree in Management or training in team leading is a plus;
• Native Spanish and English speaker. Other languages is a big plus;
• You thrive in fast-paced environments and feel comfortable with ever-changing situations;
• You are motivated by taking ownership of your projects;

WHAT WE OFFER?

• A dynamic position in a young, fast-growing and innovative company
• Continuous training and coaching to develop your skills
• Competitive package including private health insurance, Indie Benefits and book free roadtrips across North America and Europe (subject to availability)
• International and informal work environment

Are you ready to Go Indie?