Global Support Expert

Description

Summary: We are seeking a Global Support Expert to manage high-impact customer dissatisfaction cases, protect public reputation, and drive continuous improvement through actionable insights. Highlights: 1. Manage high-impact customer dissatisfaction cases and protect public reputation. 2. Resolve issues, rebuild trust, and drive continuous improvement. 3. Proactive communication and ownership for customer dissatisfaction resolution. **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?**