Support Team Lead - APAC

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, 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 Team Leader in our On-Trip Support and Roadside Assistance teams, you will oversee the daily operations and ensure that our customers receive the best possible service. You will be the primary escalation point for complex cases, driving team performance, compliance, and continuous improvement to maintain the high standards we set at Indie Campers. This role offers the opportunity to lead and develop a dynamic, customer-focused team while making a tangible impact on our customers experiences.

WHAT WILL YOU WORK ON

• Lead, supervise, and develop the On-Trip Support and Roadside Assistance teams to ensure high performance, engagement, and customer care.
• Conduct one-on-one meetings, performance reviews, and development discussions.
• Oversee the handling of customer inquiries and manage escalated complaints and complex cases.
• Supervise roadside assistance coordination and emergency support cases.
• Ensure all customer interactions are documented accurately and follow approved SOPs.
• Monitor service quality and track key metrics such as CSAT, First Reply Time, and Resolution Time.
• Lead corrective and preventive actions to improve service quality and customer satisfaction.
• Analyze customer feedback and operational data to identify service improvements.
• Support updates to procedures, training materials, and knowledge base content.

WHO ARE WE LOOKING FOR

• Education: A diploma or Bachelor's degree in Business, Hospitality, Tourism, or a related field.
• Experience: Minimum of 3+ years in customer service (hospitality, tourism, vehicle rental, travel, or a similar industry) and 1-2 years of experience in a supervisory or leadership role.
• Proven track record of handling escalated customer complaints and complex cases.
• Required Skills: Experience with CRM and ticketing systems, strong analytical and problem-solving abilities, and a deep understanding of customer service standards and operational workflows.
• Leadership Competencies: Strong leadership, coaching, and staff development skills; ability to motivate and maintain high performance; excellent communication, conflict-resolution, and decision-making skills.

KPIS & AUTHORITY

• KPIs: Customer Satisfaction Score (CSAT), First Response/Reply Time, Resolution Time, Escalation resolution efficiency, Team productivity and quality assurance scores, Audit findings related to service compliance.
• Authority: Resolve customer complaints within defined compensation limits and approve goodwill gestures in line with company policies.

THE INDIE COMMITMENT

• A dynamic position in a young, fast-growing and innovative company.
• At Indie Campers, no two days are the same and your contribution makes a difference;
• Continuous training and coaching by senior managers to develop your skills;
• Competitive package , and free road trips anywhere in Europe, North America and Oceania (subject to campervan availability and internal policy).

Are you ready to Go Indie