Job Description

About Indie Campers

Indie Campers is a global leader in road-trip travel, operating one of the largest fleets of campervans and RVs worldwide. An exceptional customer journey is at the heart of our mission, and the support we provide during and after the trip is critical to ensuring a safe, smooth and memorable experience for every customer.

The Roadtrip Support Agent (OTS) is a key customer-facing role, providing real-time assistance, troubleshooting, and guidance to customers during their trip, while also supporting post-trip processes and helping the organisation learn from recurring issues.

Role Overview

The Roadtrip Support Agent serves as the main point of contact for customers who need assistance during their road trip or after their return.

This role requires strong communication skills, empathy, patience, and the ability to resolve issues quickly and professionally.

The OTS agent is responsible for:

• Providing real-time on-trip support (appliance issues, minor troubleshooting, location guidance, procedures)
• Supporting customers with post-trip inquiries
• Identifying opportunities for preventive service recovery
• Managing escalations appropriately and following internal protocols
• Sharing learnings with teams to improve overall service quality

This role combines customer service, technical troubleshooting, and operational coordination, contributing directly to customer satisfaction and operational efficiency.

Key Responsibilities

Real-Time On-Trip Support & Issue Resolution

• Provide immediate assistance to customers during their trip through phone, chat, email, or other channels.
• Guide customers through troubleshooting of RV systems, appliances, and equipment (e.g., electricity, water, gas, locks, heating, fridge).
• Support customers experiencing stress, confusion or urgency by providing calm, step-by-step guidance.
• Follow established decision trees and escalation rules for cases requiring depot support, servicing intervention, or safety escalation.
• Ensure every customer is supported, informed, and safe during their trip.

Post-Trip Customer Support

• Assist with routine post-trip questions (general inquiries, returns, missing items, follow-up communication).
• Provide clear, professional explanations regarding procedures, next steps, and policy-aligned outcomes.
• Help maintain a positive customer relationship even after the journey ends.

Preventive Service Recovery & De-Escalation

• Identify situations where dissatisfaction may arise and act proactively to prevent escalation.
• Apply early service recovery techniques when customers signal frustration, confusion, or unmet expectations.
• Document recurring issues to support improvements in service recovery, T&Cs clarity, and communication standards.
• Flag high-risk situations early to senior or regional support teams.

Knowledge Sharing & Best-Practice Improvement

• Record insights, case trends, and product issues to help the organisation improve documentation and preventive measures.
• Share case learnings with depot teams, OTS colleagues, and Support Leads to enhance team capability.
• Contribute to FAQ updates, troubleshooting guides, and knowledge-base improvements.
• Provide feedback to reduce repeated operational blockers (fleet readiness gaps, unclear instructions, recurring customer doubts).

Operational Coordination & Escalation Management

• Coordinate with operations teams when cases require depot support, servicing intervention, or roadside assistance.
• Escalate complex, safety-related, or policy-sensitive cases to the appropriate internal teams in accordance with defined protocols.
• Keep accurate logs, case notes, and communication records inside the support system.
• Ensure continuity of support by communicating outcomes and updates to both customers and internal stakeholders.

Experience & Qualifications

• 1–3 years of experience in customer support, service operations, hospitality, mobility, or technical assistance roles.
• Strong communication and interpersonal skills; able to stay calm and supportive during stressful customer situations.
• Basic understanding of troubleshooting (electrical systems, water systems, appliances) — or willingness to learn.
• Ability to follow structured procedures, decision trees, and escalation rules.
• Strong organisational skills and ability to manage multiple cases simultaneously.
• Empathy, patience, and a customer-centric mindset.
• Comfortable using support platforms, CRM tools, ticketing systems, and digital communication tools.
• Fluent in English; additional languages are a strong advantage.
• Strong teamwork skills and willingness to collaborate with regional support and operational teams.

Why This Role Matters

The Roadtrip Support Agent protects the customer experience during the most critical phase of the journey.

By resolving issues quickly, preventing escalation, supporting post-trip interactions, and sharing insights with operational teams, this role directly improves customer satisfaction, fleet reliability, and overall service quality.