Roadside Support Team Lead — Lead Customer Care

Indie Campers | LinkedIn; Manila; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Free road trips anywhere in Europe, or

Job summary

Indie Campers, the go-to campervan marketplace, is seeking a Team Leader for On-Trip Support and Roadside Assistance in Manila. You will oversee daily operations, drive performance, and act as the primary escalation point for complex cases, ensuring compliance and continuous improvement to uphold our high service standards.

You will lead a customer-centric team, conduct coaching and reviews, manage escalations, and promote data-driven improvements across processes and knowledge content.

Qualifications

• Diploma or Bachelor’s in Business, Hospitality, Tourism, or related field.
• 3+ years in customer service (hospitality, travel, vehicle rental, etc.) and 1–2 years in a supervisory role.
• Proven track record handling escalated customer complaints and complex cases.
• Experience with CRM and ticketing systems; strong analytical and problem-solving abilities.
• Strong leadership, coaching, and communication skills.

Responsibilities

• Lead 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 and escalate complaints and complex cases.
• Supervise roadside assistance coordination and emergency support cases.
• Ensure all interactions are documented per SOPs and monitor key service metrics.
• Analyze customer feedback and operational data to identify service improvements.
• Support updates to procedures, training materials, and knowledge base content.

Skills

CRM systems

Ticketing systems

Analytical thinking

Problem solving

Leadership

Communication

Education

Bachelor’s degree in Business, Hospitality, Tourism, or related field

Tools

Ticketing software

Job description

Indie Campers, the go-to campervan marketplace, is seeking a Team Leader for On-Trip Support and Roadside Assistance in Manila. You will oversee daily operations, drive performance, and act as the primary escalation point for complex cases, ensuring compliance and continuous improvement to uphold our high service standards.

You will lead a customer-centric team, conduct coaching and reviews, manage escalations, and promote data-driven improvements across processes and knowledge content.