Regional Operations Support Specialist
hace 5 días
About Indie Campers
We are a digital campervan marketplace on a mission to make road trips accessible to everyone. Our customer-centric approach has enabled us to develop a strong booking experience and high-quality road trips at affordable prices.
With over one million nights rented through our platform, we have welcomed more than 300,000 travelers from 169 countries. We offer a wide range of road trip possibilities: short-term RV rentals, long-term campervan subscriptions, and the option to buy one of our vehicles for sale.
We are rooted in technological innovation and face exciting yet demanding challenges that require top talent and motivation to pursue successfully. We are expanding our team and looking for individuals interested in joining us on this journey.
The RoleYou will be part of a regional team focused on executing regional processes and managing local depots and their respective teams. Your primary objective will be to ensure operational support procedures are executed with high standards in your region, both for customers and local operations.
You will play a key role in ensuring all global support teams execute processes designed with high standards to assist local operations, supporting customers and team members in your region. You will directly impact customer satisfaction and work daily to improve client experiences, leading service recovery procedures, understanding process improvements, and implementing actions to enhance customer satisfaction.
Reporting directly to the America Regional Operations Director, you will contribute significantly to the execution of our operations, serving as the voice of the customer within the regional team and striving for better execution to meet customer expectations. You will coordinate your actions with the rest of the team.
Key Responsibilities- Oversee day-to-day local operations execution, analyzing customer satisfaction data to identify improvement opportunities.
- Execute service recovery procedures daily, proactively reaching out to customer journeys that broke service SLAs and adjusting customer experiences accordingly.
- Coordinate corrective actions with the regional team.
- Deliver customer satisfaction improvement actions, ranging from training to our local team regarding operational procedures, overseeing local operations physical developments, auditing local procedures, etc.
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