Sobre

• 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
• We are seeking a proactive, solutions-driven Host Support Specialist to champion our host community and keep our marketplace running smoothly. In this role, you will be the first point of contact for host inquiries via Zendesk, troubleshooting and resolving issues related to bookings, listings, payments, and general platform questions within defined SLAs. You’ll manage damage claims end-to-end with transparency and empathy, maintain strong relationships with hosts through clear, professional communication, and continuously improve our internal knowledge base to streamline responses. If you love solving problems, thrive in a fast-paced environment, and take pride in delivering exceptional support, this role is for you.
• This role is based in our Lisbon HQ.
• WHAT WILL YOU WORK ON?
• Host Support Management: Handle all incoming host support requests via Zendesk, ensuring cases are resolved promptly and effectively within the designated SLAs.
• Issue Resolution: Troubleshoot and resolve host issues related to booking, listing, payments, and general platform inquiries.
• Damage Claims: Manage the process of handling and investigating damage claims submitted by hosts, ensuring adherence to company policies and transparent communication with affected hosts.
• Host Relationship: Maintain a positive and professional relationship with hosts, providing assistance and support to ensure they are satisfied with the Indie Campers platform.
• Knowledge Base: Update and maintain the internal knowledge base to help streamline responses and improve support efficiency.
• Reporting: Track and report on key metrics such as response time, resolution time, and host satisfaction to ensure continuous improvement.
• Collaboration: Work closely with other teams (e.g., Operations, Marketplace, and Customer Experience) to escalate issues when necessary and contribute to improving platform processes.
• WHO ARE WE LOOKING FOR?
• Experience: 1+ years in customer or host support roles, ideally within a marketplace, travel, or tech environment.
• Zendesk Proficiency: Strong experience with Zendesk or similar customer support platforms.
• Problem-Solving: Proven ability to resolve issues efficiently and with attention to detail.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to communicate complex issues in a clear and friendly manner.
• Host-Centric Mindset: A strong focus on ensuring host satisfaction and fostering long-term relationships.
• Multitasking & Prioritization: Ability to manage multiple cases simultaneously while maintaining high-quality service.
• Team Collaboration: Ability to collaborate effectively with other departments (Operations, Customer Experience, etc.) to resolve escalated issues.
• Languages: Fluency in English is required; additional languages are a plus (especially for international markets like DACH, Iberia, etc.).
• Are you ready to Go Indie?