Customer Support Strategy Analyst

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 Strategy Analyst at Indie Campers, you will take a hands-on approach to improving the efficiency and effectiveness of our customer support operations. You will be responsible for the day-to-day monitoring and optimizing of customer support processes, utilizing data to enhance performance and operational workflow. This role will involve a mix of operational tasks, data analysis, and process improvement initiatives, contributing directly to the customer experience and operational excellence.

You will be part of our Operations team based in our Lisbon HQ, reporting to the Customer Support Strategy Director, while working closely with the Customer Support, Operations, and Product teams to drive continuous improvement.

WHAT WILL YOU WORK ON?

• Perform daily analysis of customer support data to monitor performance and identify areas for operational improvement.
• Implement and refine customer support processes, ensuring smooth workflows and efficient problem resolution.
• Support the management and improvement of key performance indicators (KPIs) related to customer support.
• Actively monitor and report on support team performance, offering actionable insights for improvement.
• Collaborate with the customer support team to resolve issues promptly, ensuring high customer satisfaction.
• Drive the optimization of processes related to customer complaints, refunds, and reimbursements.
• Assist in the creation and updating of standard operating procedures (SOPs) for customer support.
• Generate regular performance reports to track progress against goals, highlighting areas for further action.
• Work cross-functionally with various teams to ensure alignment of customer support strategies with overall business objectives.

WHO ARE WE LOOKING FOR?

• Bachelor’s degree in Business Administration, Industrial Engineering, Management, or a related field.
• 2-3 years of experience in a Strategy Consulting role.
• 2-3 years of experience in an operational, data-driven role, with exposure to customer service, process improvement and operations management is a strong plus.
• Strong analytical and problem-solving skills, with a keen eye for detail and a data-driven approach.
• Practical experience in operational tasks, process mapping, and hands-on problem-solving.
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
• Excellent communication and collaboration skills, with the ability to work closely with diverse teams.
• Focused on continuous improvement and enhancing operational efficiency.
• Fluency in English is mandatory; additional languages are a plus.

 Are you ready to Go Indie?