Customer Support Strategy Lead

<p><strong>ABOUT US</strong></p>
<p>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. </p>
<p>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.</p>
<p>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.</p>
<p><strong>THE ROLE</strong></p>
<p class="p1">This role focuses on driving strategic and operational improvements within Global Support through data-driven insights and process optimization. It combines customer experience enhancement, efficiency initiatives, and cross-functional collaboration to deliver measurable impact on quality, cost, and performance.</p>
<p><strong>WHAT WILL YOU WORK ON?</strong></p>
<ul>
<li>Analyse customer support data to uncover trends, pinpoint challenges, and lead strategic improvements.</li>
<li>Research data and organisational feedback to develop business cases for improvement, balancing short-term OPEX impact with long-term investments.</li>
<li>Provide data-driven insights to improve customer experience and efficiency, while optimising support processes such as service and doubts, on-trip support, or complaint management.</li>
<li>Work on both short-term tactical improvements and long-term structural initiatives (such as operating models, platform, scaling, etc).</li>
<li>Implement service design and process enhancements by collaborating with technical teams and monitor the success of these initiatives based on key performance indicators (KPIs).</li>
<li>Support cross-functional teams in aligning customer support strategies with business objectives.</li>
</ul>
<p><strong>WHO ARE WE LOOKING FOR?</strong></p>
<ul>
<li>Bachelor's degree in Business Administration, Engineering, or other relevant field.</li>
<li>Must have a solid background in strategy and consulting, with 6+ years of experience in customer support strategy, operations management, or consulting - or alternatively, in continuous improvement or transformation roles within customer support functions at relevant companies\</li>
<li>Proven track record of enhancing customer experience and driving operational efficiency, ideally complemented by expertise in both service design and Lean Six Sigma.</li>
<li>Strong analytical skills with the ability to leverage data to inform decisions and optimize support processes.\</li>
<li>Detail-oriented and committed to operational excellence, with a proactive attitude toward continuous improvement.</li>
<li>Deep understanding of customer needs and a commitment to delivering exceptional service and user experiences.</li>
<li>Proficiency in customer support software and tools is an advantage.</li>
<li>Excellent communication and collaboration skills, capable of effectively managing relationships with internal teams and external partners.</li>
<li>Fluency in English is mandatory.</li>
</ul>
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