Technical Roadtrip Support - North America

• On-Trip Technical Support:

• Serve as the primary technical point of contact for travelers, providing expert troubleshooting for mechanical issues, electrical systems, appliances, and campervan functionality.
• Analyze and resolve complex vehicle issues in real time, ensuring that customers are supported effectively and that downtime is minimized.
• Provide step-by-step guidance to customers facing issues, from vehicle breakdowns to appliance malfunctions, ensuring timely and accurate resolutions.
• Coordinate with external service providers, roadside assistance, and repair shops to address issues that cannot be solved remotely.
• Operational Coordination:

• Liaise with local operations and support teams to facilitate the replacement or repair of campervans in cases of mechanical failures or emergencies.
• Monitor ongoing cases, track progress, and provide clear communication to internal teams regarding issue status and solutions.
• Ensure that all customer issues are handled with the highest level of professionalism, and maintain customer satisfaction even in stressful situations.
• Continuous Improvement & Documentation:

• Identify recurring mechanical or operational issues and contribute to the development of process improvements, vehicle maintenance protocols, and best practices.
• Maintain thorough and accurate case records using internal tools (e.g., Zendesk, CRM), ensuring proper follow-up and resolution
• Create and update technical documentation and self-service resources, ensuring both internal teams and customers have access to helpful, up-to-date information.
• Training & Mentorship:

• Provide technical support and guidance to on-trip support agents, sharing knowledge on complex mechanical issues and troubleshooting procedures.
• Lead training sessions for internal teams to improve their technical knowledge and response times when dealing with campervan-related issues.

• Proven experience in mechanics, with a deep understanding of campervan systems (e.g., engines, electrical systems, water systems, appliances, etc.).
• Previous experience working with campervans or RVs is a significant advantage.
• Solid background in providing customer support in a fast-paced, high-pressure environment, ideally with experience in roadside assistance or technical support.
• Experience in emergency dispatching, handling time-sensitive support requests, and maintaining calm under pressure.
• Ability to explain technical issues in simple terms to customers, maintaining a customer-first approach while offering clear and concise instructions.
• Professional and empathetic communication with both customers and internal teams to ensure a seamless and positive experience
• Availability to work five 8-hour shifts per week, scheduled between 07:00 and 24:00, Monday through Sunday (rotational shifts).
• Fluency in English is mandatory; additional European languages are highly valued.
• Enthusiastic about ensuring a seamless journey for our customers, with a strong sense of ownership and accountability.

• A dynamic position in a young, fast-growing and innovative company
• Continuous training and coaching to develop your skills
• Competitive package including private health insurance, Indie Benefits and book free roadtrips across North America and Europe (subject to availability)
• International and informal work environment

Indie Campers