Job Application for Global Support Expert at Indie Campers

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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

We are looking for a Global Support Expert (GSE) to manage high-impact customer dissatisfaction cases and protect the company’s public reputation. This role operates as an escalation layer, handling complex cases from public profiles, executive escalations, and critical customer complaints.

The GSE plays a key role in resolving issues, rebuilding trust, and driving continuous improvement through actionable insights.

WHAT WILL YOU WORK ON?

Proactive communication through different channels aiming for de-escalation.
Own the resolution for dissatisfaction of customers.
Perform deep-dive analysis of service break for operational improvement based on the identification of patterns.
Accountability for decision making on compensation and resolution driven negotiations.
Documentation of cases with accuracy to conduct actionable feedback.

WHO ARE WE LOOKING FOR?

Experience in customer facing roles with high impact on reputation management, handling complaints and escalations management;
Experience working with a fast-paced and constantly evolving environment, applying thinking outside of the box resolution techniques and moving beyond predefined solutions;
Handling requests that require de-escalation, protecting company interests by negotiation-based conversations, handling requests with high impact;
Advanced communication and negotiation,
Emotional intelligence and resilience;
Structured thinking and decision-making;
High ownership and accountability;
Adaptability in fast-paced environments;
Continuous improvement mindset.

Are you ready to Go Indie?

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Are you currently based in Portugal?

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Are you legally eligible to work in Portugal?

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Are you able to work rotating shifts, including morning, evening, and night shifts?

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Are you comfortable working on weekends and public holidays as part of your shift schedule?

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Are you interested and comfortable in a work regime of 1 day remote, 4 days at the office, per week?

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Can you commit to working onsite at our office located in Lisbon (Entrecampos), and manage the commute to and from the office?

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Salary expectations (yearly gross)

When you apply to a job on this site, the personal data contained in your application will be collected by Indie Campers (“Controller”), which you contact regarding this topics by emailing talent.acquisition@indiecampers.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Your personal data will be retained by Controller for two years. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.

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Global Support Expert

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