col-wideJob 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
AsSupport Strategy Specialist - Service Recoveryyou will be an expert within a central team dedicated to optimizing and managing the strategies for both Customer Support and Operational Support and be responsible for structuring a specific capability of our operating model so that the main objectives of Operations: fleet availability, customer satisfaction and operational efficiency are achieved.
You will be responsible for developing and executing strategies and processes designed to address situations where the service provided to customers does not meet the established standards. Your responsibilities include a deep understanding of the terms and conditions of our agreement with customers, offering continuous recommendations for the improvement of that relationship, and establishing systems to identify service failures. You will lead the design and implementation of service recovery procedures, deciding when and how to reach out to affected customers, and determining the most effective actions to rebuild their trust in our brand. Your ultimate aim is to restore customer confidence and enhance overall satisfaction, ensuring that even after a service lapse, customers leave with a positive impression.
Reporting directly to the Support Strategy Director, this role plays a critical part in maintaining customer satisfaction, safeguarding the company's reputation, and reducing the incidence of formal complaints.
WHAT WILL YOU WORK ON?
Take ownership of creating and refining strategies that ensure effective service recovery whenever the provided service does not meet established standards, with a focus on regaining customer trust and satisfaction.
Design and implement data-driven mechanisms for detecting service failures, initiating customer contact, and executing appropriate recovery actions.
Continuously review and provide input on the terms and conditions of service to ensure they are clear, fair, and conducive to maintaining high standards. Work to refine these terms based on customer feedback and service recovery outcomes.
Determine the best practices for communicating with customers during the recovery process, ensuring that they feel heard and valued. Tailor recovery actions to the specific circumstances of each case to effectively resolve the issue.
Oversee the performance of the delivery of service recovery procedures by our global support team by continuously monitoring performance indicators created for that purpose.
Creation and coordinate strategic projects that result in implementation of structural changes to the support operational model and that improves key components of the service given to the customer and our local operations, tracking progress to ensure timely delivery within scope, and monitoring performance to ensure adherence to set goals.
Lead, train and manage the junior team members of the Support Strategy team that are allocated to projects and initiatives that you will be coordinating. Act as a mentor and guide to less experienced analysts, sharing your expertise and helping to develop the next generation of talent within the team.
Collaborate with Regional Teams: Work closely with regional directors and local teams to adapt and apply central strategies to specific regional contexts, ensuring successful implementation and execution.
WHO ARE WE LOOKING FOR?
Holds a degree in Business Management, Engineering, Economics, or similar field.
6-8 years of experience in a strategic consulting firm or a strategic role within the operations or customer support department of a company, particularly in managing service recovery processes and customer communications.
Passion for turning around difficult situations and restoring customer trust. You are driven by the challenge of solving problems effectively and ensuring that even the most dissatisfied customers leave with a positive impression of the brand.
Specialist Knowledge in Service Recovery: In-depth knowledge of customer service recovery strategies, terms and conditions management, and complaint prevention, with a proven track record of driving significant improvements in these areas.
Advanced Analytical Skills: Strong ability to analyze complex support data, develop insights, and translate them into actionable strategies that enhance customer satisfaction and operational efficiency.
Communication and Leadership skills: Excellent verbal and written communication skills, with the ability to convey complex ideas clearly and effectively and influence decision-making at senior levels. Proven experience in mentoring and developing junior team members.
Collaborative Leadership: Strong ability to collaborate across multiple teams and regions, with a focus on ensuring that central strategies are effectively implemented and adapted to local contexts.
Results-Oriented and ambitious: Highly organized, detail-oriented, and focused on delivering results that contribute to the company's operational success.
Fluency in English is required; additional languages are a plus.
Are you ready to Go Indie?
