Complaints Analyst

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 an Complaints Analyst you will play a key role in ensuring smooth and efficient administrative operations. You will manage high volumes of data, coordinate correspondence, and support both internal teams and outsourced partners to ensure tasks are completed accurately and on time.

You will join our Global Customer Support team in Lisbon, reporting to the Operations Lead, and will work closely with other departments to maintain workflow efficiency and process consistency.

WHAT WILL YOU WORK ON?

• Receive, assess, and resolve customer complaints across multiple channels (email, phone, and chat), ensuring responses comply with internal policies and EU consumer law.
• Actively manage and reduce the claims backlog, meeting SLA targets and ensuring timely, fair resolutions.
• Handle escalated cases involving consumer protection bodies, ADR/ODR platforms, chargebacks, legal correspondence, and other official European complaint channels.
• Identify recurring issues and trends, providing insights and recommendations to improve processes and customer experience.
• Collaborate cross-functionally with internal stakeholders to ensure accurate follow-ups and consistent communication with customers.
• Ensure data handling and complaint management comply with GDPR and internal privacy standards.

WHO ARE WE LOOKING FOR?

• Minimum 2 years of experience in customer support or complaints handling, ideally within Travel & Tourism, Mobility, Car Rental, or Hospitality sectors.
• Proven experience managing cases across multiple channels and working with ticketing/workflow systems (e.g. Zendesk or similar).
• Familiarity with online reviews and social media platforms and their role in customer complaint resolution.
• Strong analytical and problem-solving skills, with a fair, customer-centric approach to decision-making.
• Confidence handling escalations and sensitive cases in a structured, professional manner.
• Excellent written and verbal communication skills.
• Fluency in English is mandatory; additional European languages are a strong plus.
  
  

Ready to Go Indie?