Operations Support Agent

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

The Operations Support Agent is a key operational contact between the field operations teams and Customer Support.
This role ensures that day-to-day operational needs are handled quickly, accurately, and with the customer experience in mind.

The Agent supports depots and field teams by coordinating operational actions (e.g. vehicle changes, plate swaps, customer contact, operational adjustments) that may directly impact customers, satisfaction surveys, and service outcomes.
Due to this, the role works in close collaboration with Customer Support to align operational execution with customer communication.

This is a hands-on, action-oriented role requiring strong operational knowledge, clear communication, and the ability to make fast, customer-aware decisions.

WHAT WILL YOU WORK ON?

Operational Field Support

• Act as the primary operational contact for depots and field teams for day-to-day operational needs.
• Coordinate operational actions such as:
  • Vehicle or plate change
  • Customer Follow-Ups for Operations
  • Operational adjustments impacting ongoing bookings
• Ensure operational requests are handled efficiently and in line with established procedures.
• Assess operational decisions based on their potential impact on customer experience.

Customer & Support Coordination

• Work in direct coordination with the Customer Support team to align operational actions with customer communication.
• Ensure Support has the correct and updated operational information to communicate clearly with customers.
• Support resolution of customer cases where operational actions are required.
• Help prevent customer dissatisfaction by ensuring operational changes are communicated and executed correctly.

Customer Impact Awareness

• Evaluate how operational decisions may affect customer satisfaction, surveys, and service outcomes.
• Flag situations with high customer impact and ensure appropriate handling and escalation.
• Apply a customer-centric mindset when supporting operational decisions.

Operational Knowledge & Process Adherence

• Use strong operational knowledge to support decision-making and problem-solving.
• Ensure actions follow SOPs and operational guidelines.
• Identify recurring operational issues and flag them to relevant teams when patterns emerge.

Cross-Team Collaboration

• Collaborate closely with:
  • Depot teams
  • Customer Support
  • Operations and servicing teams
• Ensure smooth handovers between operations and support.
• Contribute to clear internal communication and alignment across teams.

WHO ARE WE LOOKING FOR?

• 1–3 years of experience in operations, customer support, mobility, logistics, hospitality, or a similar operational role.
• Strong understanding of operational workflows and field operations.
• Excellent written and verbal communication skills.
• Comfortable coordinating between multiple teams in real time.
• Customer-focused mindset with awareness of how operational decisions impact customer satisfaction.
• Organised, reliable, and able to manage multiple requests simultaneously.
• Confident handling operational cases with accuracy and attention to detail.
• Fluent in English; additional languages are a plus.

Why This Role Matters

The Operations Support Agent plays a critical role in ensuring that operational decisions are executed smoothly and with minimal negative impact on customers.
 By acting as the bridge between field operations and Customer Support, this role helps prevent service failures, improves customer satisfaction, and ensures consistent operational execution across depots.

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 including private health insurance, Indie Benefits, and free road trips anywhere in Europe, North America and Oceania (subject to campervan availability).