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 Global Service Delivery Lead at Indie Campers, you will be responsible for overseeing the delivery of exceptional service across our global support team. Your role will ensure that customer service operations are standardized, efficient, and scalable across all regions. You will lead the operational implementation of the customer support strategy, and optimization of service delivery processes, ensuring that customer experience is consistently excellent worldwide. You will collaborate with cross-functional teams to align service delivery with business goals, continuously improving processes and leveraging data to drive performance.
You will be part of our Global Support Operations team and will report to the Customer Support Strategy Director. This role will require close collaboration with regional managers, and other operational leaders to ensure seamless service delivery across all regions.
WHAT WILL YOU WORK ON?
- Lead and oversee the global support team operations, ensuring consistent and high-quality service across all regions in terms of productivity, quality, and efficiency.
- Ensure the correct operational implementation and monitor strategies to improve customer support efficiency and satisfaction globally.
- Work with regional teams to align service delivery standards, optimizing workflows and ensuring best practices are followed across all markets.
- Manage service performance through key performance indicators (KPIs) and regular performance reviews, ensuring targets are met.
- Drive cross-functional initiatives to enhance the customer experience, collaborating with Product, Operations, and Strategy teams.
- Take the continuous improvement projects into operational actions, focusing on process optimization, scalability, and service delivery efficiency.
- Ensure alignment of global support team with business goals and customer satisfaction metrics.
- Report on global service performance, identifying trends, opportunities, and areas for improvement.
- Act as a point of escalation for service-related issues, working closely with regional teams to resolve challenges and improve operational excellence.
- Collaborate with senior leadership to set strategic objectives and drive the execution of service delivery initiatives.
WHO ARE WE LOOKING FOR?
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- 5+ years of experience in a senior service delivery, operations, or customer service role, with a global scope of responsibility.
- Strong leadership skills with experience managing large, cross-functional teams.
- Proven experience in developing and executing service delivery strategies, process optimization, and driving continuous improvement.
- Deep understanding of global operations and ability to manage service delivery across different regions and cultures.
- Strong analytical and problem-solving skills, with a focus on performance measurement and data-driven decision-making.
- Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.
- Ability to manage multiple priorities in a fast-paced environment while maintaining high service standards.
- Fluency in English is mandatory; additional languages are a plus.
