Regional Operations Excellence Specialist

3 weeks ago

Sydney, New South Wales, Australia Indie campers Full time

About Indie Campers

We are a leading campervan marketplace on a mission to make road trips accessible to everyone. With our digital approach and customer-centric focus, we offer a strong booking experience and high-quality road trips at affordable prices.

Our platform has facilitated over 1 million nights of rentals, welcoming more than 300,000 travelers from 169 countries. We provide a diverse range of road trip possibilities, including short-term RV rentals, long-term campervan subscriptions, and vehicle sales.

The Role

We are seeking a Regional Operations Support Lead to join our regional team, focusing on the execution of regional processes and managing local depots. You will ensure that operational support procedures are executed with high standards in your region, both for customers and local operations.

You will play a pivotal role in guaranteeing that our global support team executes processes designed to assist local operations, supporting customers and team members in your region. Your impact will be direct on customer satisfaction, working daily to improve client experiences by taking the lead on service recovery procedures, understanding process improvements, and implementing customer satisfaction actions.

Responsibilities

  • Oversight of day-to-day local operations, analyzing customer satisfaction data to identify improvement opportunities.
  • Daily execution of service recovery procedures, proactively reaching out to customer journeys that broke service SLAs and adjusting customer experiences accordingly.
  • Coordination of corrective actions with the regional team.
  • Delivery of customer satisfaction improvement actions, ranging from training to our local team regarding operational procedures, overseeing local operations physical developments, auditing local procedures among other divers.

Requirements

  • 5+ years of experience in customer support roles;
  • Experience in rent-a-car or hospitality industries is a plus;
  • Strong communication skills - being able to effectively communicate with customers and internal teams;
  • Passionate about driving operational excellence and thriving in a fast-paced environment;
  • Organised and committed to driving customer satisfaction.

Salary Range: $80,000 - $120,000 per year, depending on location and experience.

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