Roadside & On-Trip Customer Support Lead

Indie Campers; Manila; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive package

Free road trips worldwide (Europe, N.•

subject to policy

Job summary

Indie Campers is seeking a Team Leader for On-Trip Support and Roadside Assistance to drive daily operations and deliver outstanding customer care. You will lead a dynamic team, handle escalations, and ensure compliance with SOPs.

You will monitor key metrics, coach staff, and implement continuous improvements to enhance the overall customer experience across trips and roadside events.

Qualifications

• Minimum 3+ years in customer service (hospitality, tourism, vehicle rental, travel)
• 1-2 years in a supervisory or leadership role
• Proven ability to handle escalated complaints and complex cases
• Experience with CRM and ticketing systems; strong communication and problem solving

Responsibilities

• Lead On-Trip Support and Roadside Assistance teams to high performance and engagement
• Conduct one-on-one meetings, performance reviews, and development discussions
• Oversee handling of customer inquiries and escalated complaints
• Supervise roadside assistance coordination and emergency support cases
• Ensure all interactions are documented and follow SOPs
• Monitor CSAT, First Reply Time, and Resolution Time; drive improvements
• Lead corrective actions to improve service quality and satisfaction
• Analyze feedback and data to identify service improvements
• Support updates to procedures, training materials, and knowledge base content

Skills

Customer service

Leadership

CRM systems

Analytics

Education

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

Tools

CRM software

Ticketing systems

Job description

Indie Campers is seeking a Team Leader for On-Trip Support and Roadside Assistance to drive daily operations and deliver outstanding customer care. You will lead a dynamic team, handle escalations, and ensure compliance with SOPs.

You will monitor key metrics, coach staff, and implement continuous improvements to enhance the overall customer experience across trips and roadside events.