Customer Support Representative (Fixed-Term)

Indie Campers; Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

Indie Campers, the go-to campervan marketplace, is seeking a Global Support Agent to deliver a seamless customer experience before trips and support complex cases across our international operations.

You will be the customer expert, handling bookings, pre-departure inquiries, and documentation requests with a strong customer-first mindset, while collaborating with Fleet, Operations, and Sales teams to ensure smooth journeys.

Qualifications

• 2+ years in customer support (travel, hospitality, mobility preferred).
• Experience handling complex cases or escalations is a strong advantage.
• Experience in global or high-volume support environments preferred.

Responsibilities

• Handle bookings inquiries and pre-trip guidance via phone, email, and chat.
• Manage booking changes, add-ons, and special requests with professionalism.
• Document all interactions in CRM systems and meet KPIs.
• Own cases to resolution and escalate Level 3 when needed.
• Support onsite operations and adapt to shifting schedules including weekends.

Skills

Customer-centric

Communication

Ownership

Problem-solving

Prioritization

Empathy

Tools

CRM systems

Ticketing platforms

Operational tools

Job description

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

As a Global Support Agent, you will play a key role in delivering a seamless customer experience before the start of the trip while supporting complex customer cases across global support operations.

You will act as a customer expert, ensuring rental inquiries, booking modifications, documentation requests, and pre-departure concerns are handled efficiently, accurately, and with a strong customer-first mindset.

This role combines operational excellence, problem solving, and ownership of complex cases, contributing directly to customer satisfaction and business performance.

WHAT WILL YOU WORK ON?

• Customer Support & Case Management

  Handle customer inquiries regarding bookings, trip preparation, policies, and services via phone, email, and chat. Provide accurate pre-trip guidance, manage booking changes, add-ons, and special requests, and support complex or sensitive customer situations with professionalism and empathy. Ensure all interactions are documented in CRM systems.

• Operational Excellence

  Deliver support in line with company SOPs, workflows, and quality standards. Meet KPIs, including response time, resolution time, quality, and CSAT targets. Maintain high accuracy in administrative and operational processes and collaborate with Fleet, Operations, Sales, and On-Trip teams to ensure smooth customer journeys. Identify risks or inconsistencies and elevate when necessary.

• Ownership & Accountability

  Take full ownership of assigned cases until resolution. Act as escalation support for complex customer situations (Level 3 scope). Demonstrate proactive problem-solving and decision-making within guidelines, balancing customer satisfaction with operational and financial responsibility.

• Continuous Improvement

  Identify recurring customer issues and share suggestions for improvement. Contribute to knowledge base updates, process optimization, and support the testing or rollout of new tools, workflows, or initiatives to drive efficiency and scalability across global support operations.

• Other Responsibilities

  Work onsite and support shifting schedules, weekends, and holidays as needed. Assist with additional operational projects assigned by leadership.

WHO ARE WE LOOKING FOR?

• Experience

  2+ years in customer support (travel, hospitality, mobility, or a similar industry preferred). Experience handling complex customer cases or escalations is a strong advantage. Exposure to global or high-volume support environments preferred.

• Skills & Competencies

  Strong customer-centric mindset with a solution-oriented approach. Excellent written and verbal communication skills. High ownership and accountability. Ability to work calmly under pressure and manage multiple priorities. Strong problem-solving and decision-making skills. Comfortable with CRM systems, ticketing platforms, and operational tools. Detail-oriented with strong organizational skills.

• Behavioral Attributes

  Reliable and proactive team player. Open to feedback and continuous learning. Shows initiative while knowing when to challenge or raise concerns. Adaptable in a fast-paced and evolving environment. Demonstrates professionalism, empathy, and sound judgment.

THE INDIE COMMITMENT!