Job Description

ABOUT US

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 Support Business Analyst, you will be the engine room of our service operations. Your goal is to translate complex support challenges into clear, actionable processes. You will support the Global Support team by turning raw data into structured Standard Operating Procedures (SOPs), maintaining our workflow flowcharts, and ensuring our technical tools are optimized for peak efficiency.

We are looking for a detail-oriented "process nerd" who loves logic, data, and finding ways to make a support agent's life easier through better systems.

What Will You Work On?

1. Process Documentation & Mapping

• SOP Maintenance: You will be the primary custodian of our Standard Operating Procedures. You’ll draft, update, and organize documentation to ensure global consistency.
• Visualizing Workflows: Transform complex logic into easy-to-understand flowcharts using tools like Lucidchart or Miro.
• Feedback Loop: Monitor how SOPs are used on the floor and suggest "quick-fix" optimizations to remove friction for agents.

2. Data Support & Tactical Analysis

• Reporting: Maintain and update weekly/monthly KPI dashboards (CSAT, Contact Ratio, Resolution Time).
• Trend Identification: "Interrogate" the data to find out why certain ticket types are spiking and present these findings to the Director.
• Tool Optimization: Assist in the back-end administration of Zendesk (routing rules, triggers, and automation logic) to ensure the tech matches the strategy.

3. Cross-Functional Coordination

• Product Liaison: Help gather requirements for product requests, ensuring the engineering team has the technical "why" behind every support ticket trend.
• Team Support: Act as a technical resource for the support team, helping them understand new data tools or process changes.

Who Are We Looking For?

The Profile

• The Logical Thinker: You enjoy breaking down a big problem into small, sequential steps. You probably love a good spreadsheet or a perfectly organized folder.
• The Tech-Savvy Builder: You aren't afraid of the "back-end." You want to know how the routing works and how to automate repetitive tasks.
• The Communicator: You can take a complex technical explanation from an engineer and rewrite it so a customer support agent can understand it instantly.

Requirements

• Experience: 1–3 years of experience in Business Analysis, Operations, or a high-level Support role.
• Technical Skills: Proficiency in Excel/Google Sheets is a must. Experience with Zendesk (or similar CRMs) and Lucidchart/Miro is a massive plus.
• Analytical Mindset: You understand the difference between a "metric" and an "insight."
• Language: Fluency in English (written and spoken) is required to work with our global stakeholders.