Customer Success Manager

About this role

***** The majority of the role is able to work remote, however, the position will require onsite visits/work days at one of our stations located in the following cities: Las Vegas, NV, Salt Lake City UT, Dallas TX or Phoenix AZ. Candidates must reside within commuting distance to one of these stations:Las Vegas, Salt Lake City, Dallas or Phoenix. Relocation is not available. ****

Who we are:
As the leading RV rental and camping expert with over 90 stations across Europe and North America. Road trips and outdoor adventures are our passion – we not only offer the latest camper vans and RV models, we also provide tips and tricks for an amazing vacation. The roadsurfer philosophy is simple: rent an RV, start your adventure, and be happy. Our ultimate goal is happy roadsurfers!

The role – your passion:
We're looking for an experienced, hands-on Customer Success Manager to lead the team that supports roadsurfer travelers while they're out on the road. When a customer has an issue with their RV, needs roadside support, or has a question about pickup or return, our Customer Success Team is who they turn to. Our customers are often far from home, and not every situation has a simple fix. Your team's job is to stay calm, be clear about the options, and help each customer find the best way forward.

You'll manage both people and process across a lot of moving parts, so this role suits someone who is quick, agile, and at home in a startup environment. You'll also work closely with Maintenance & Repair, Logistics, Operations, Finance, and HR to keep improving the customer experience across roadsurfer North America. Our core values https://roadsurfer.com/jobs/ of Trustety, Customer At Heart, Fully Hands On, Own Your Ship, and Free Hugs guide how every roadie works.

Your responsibilities include, but are not limited to:

Team Leadership

- Supervise, coach, and develop your team, building a positive, productive culture aligned with company goals and values.

- Coach the team to set clear, honest expectations, explain options with empathy, and know when to escalate.

- Monitor individual and team performance, set goals, give regular feedback, and address performance challenges.

- Mentor team members, support their professional development, and serve as the team's lead escalation point.

- Coordinate staffing, create weekly schedules, and approve timesheets to ensure proper coverage and workload distribution.

- Ensure the team follows company policies, service standards, SOPs, and training materials.

Customer Support, Claims & Escalations

- Serve as the primary escalation point for complex customer situations, including RV issues on the road, roadside support needs, and pickup and return questions.

- Help customers find the best path forward in stressful situations, even when there's no simple fix.

- Manage the customer claims process for North America.

- Review North America compensation and refund requests and escalate them to leadership with a recommended resolution that balances the interests of the customer and the company.

- Lead complaint investigation and resolution for customers and internal departments.

- Manage and prioritize customer inquiries across multiple channels, including phone and email, so customers get timely responses.

- Support customers from diverse backgrounds around the globe with patience and care.

Operations & Performance

- Manage daily operations and oversee our ticketing and phone CRM systems so customer issues are tracked, followed up, and resolved to service standards.

- Track and analyze department KPIs, including response time, ticket processing, customer satisfaction, and issue resolution, and use the data to make quick decisions that keep the team on target.

- Manage the Customer Success Team operating budget, monitoring labor, overtime, and supply costs and finding cost-efficiency opportunities.

- Identify operational bottlenecks and recommend changes to policies, procedures, and workflows.

- Develop and implement customer support best practices and continuous improvement strategies.

- Ensure proper documentation of bookings, changes, and cancellations.

- Apply sound judgment to issues of varied scope, weighing business trends while following established processes and policies.

Training & Systems

- Train and support the team on our customer support platforms, troubleshooting system issues as needed.

- Train the Customer Success Team on proper de-escalation of customer issues.

- Help Station Managers and station teams understand their role and impact in addressing customer issues before they reach the Customer Success Team.

- Build and maintain training materials and cross-training initiatives in partnership with our Training & Learning Manager.

- Spend time training at the station to learn station operations and the vehicles roadsurfer offers.

Collaboration & Reporting

- Collaborate with station teams, sales, operations, maintenance, product, and international teams to resolve complex customer issues.

- Partner with station teams, Regional Station Management, and Training & Learning to connect on-site and remote support, including periodic station visits, and improve the overall customer journey.

- Report to senior management on objectives and KPIs, including monthly reports on customer support metrics, customer feedback, and recurring issues.

- Act as a strategic partner to leadership, recommending initiatives that improve the customer experience across roadsurfer North America.

Qualifications

Experience

- College degree in Business, Hospitality, or a related field and/or 5+ years of experience in a customer service role and in a supervisory capacity (call center or RV industry a plus).

- 5+ years of supervisory experience in retail/hospitality (RV industry a plus).

- Prior experience with, or exposure to, working for an international company strongly preferred.

- Proven experience…