Customer Service Team Lead – APAC

About the role

Indie Campers is looking for a Customer Service Team Lead to manage its On‑Trip Support and Roadside Assistance teams across the APAC region. You will be the primary escalation point for complex cases, ensuring high‑quality service and continuous improvement.

Key responsibilities

• Lead, supervise and develop the On‑Trip Support and Roadside Assistance teams to achieve high performance and customer satisfaction.
• 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 accurate documentation of all interactions following SOPs.
• Monitor service quality and key metrics such as CSAT, First Reply Time and Resolution Time.
• Drive corrective and preventive actions to improve service quality.
• Analyze feedback and operational data to identify service improvements.

Required profile

• Diploma or Bachelor’s degree in Business, Hospitality, Tourism or related field.
• Minimum 3 + years customer‑service experience in hospitality, tourism, vehicle rental or travel.
• 1‑2 years supervisory or leadership experience.
• Proven track record handling escalated complaints and complex cases.

Required skills

• Experience with CRM and ticketing systems.
• Strong analytical and problem‑solving abilities.
• Deep understanding of customer‑service standards and operational workflows.

What we offer

• Dynamic role in a fast‑growing, innovative company.
• Continuous training and coaching by senior managers.
• Competitive package and free road trips across Europe, North America and Oceania (subject to availability).