On-Trip Support Lead — Elevate Service (Free Trips)

Indie Campers; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Free road trips

Competitive package

Career growth opportunities

Job summary

Indie Campers is seeking a Team Leader for our On-Trip Support and Roadside Assistance teams. You will oversee daily operations, mentor staff, and act as the primary escalation point for complex cases to maintain high service standards.

You will drive performance metrics, ensure SOP compliance, and guide improvements based on customer feedback and operational data. This is a hands-on leadership role in a dynamic travel tech environment.

Qualifications

• 3+ years in customer service (hospitality, tourism, vehicle rental, travel, or similar) and 1–2 years in a supervisory role.
• Experience with handling escalated customer complaints and complex cases.
• Proven ability to work with CRM and ticketing software to manage inquiries and maintain records.
• Strong leadership, communication, and problem-solving skills with a customer-centric mindset.

Responsibilities

• Lead, supervise, and develop the On-Trip Support and Roadside Assistance teams to ensure high performance and customer care.
• Conduct one-on-one meetings, performance reviews, and development discussions.
• Oversee handling of customer inquiries, escalated complaints, and complex cases.
• Coordinate roadside assistance and emergency support cases.
• Ensure all interactions are documented per SOPs and monitored for quality.
• Track KPIs like CSAT, First Reply Time, and Resolution Time.
• Drive corrective and preventive actions to improve service quality.
• Analyze customer feedback and operational data to identify improvements.
• Support updates to procedures, training materials, and knowledge base content.

Skills

Analytical thinking

Leadership

Communication

Problem-solving

Education

Diploma or Bachelor's degree in Business/Hospitality/Tourism or related field

Tools

CRM systems

Ticketing systems

Job description

Indie Campers is seeking a Team Leader for our On-Trip Support and Roadside Assistance teams. You will oversee daily operations, mentor staff, and act as the primary escalation point for complex cases to maintain high service standards.

You will drive performance metrics, ensure SOP compliance, and guide improvements based on customer feedback and operational data. This is a hands-on leadership role in a dynamic travel tech environment.