Customer Success Manager

Customer Success Manager

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 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:

• 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

• 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 troubleshooting customer issues and leading a team in a fast-paced environment.
• Experience with inbound/outbound call systems.
• Experience in RV rental, travel, or hospitality is a plus.

Skills & Knowledge

• Quick and agile, with a startup mindset.
• Strong problem-solving and critical-thinking skills with a solution-oriented mindset.
• Sound judgment under pressure. You can explain options clearly and kindly and keep working toward the best available solution.
• Superior written and verbal communication skills, including the ability to read and write English to support a global customer base.
• Strong multitasking and organizational skills, with close attention to detail.
• Ability to prioritize and manage a high volume of inquiries across multiple channels.
• High proficiency with Microsoft Office, CRM systems, and ticketing platforms (Zendesk preferred).
• Ability to work independently and collaboratively in a fast-paced environment.

Leadership

• Ability to manage both people and process across many moving parts, with a hands-on leadership style.
• Strong leadership and team management skills, including coaching, mentoring, and performance development.
• Proven ability to drive team performance and achieve customer support metrics.
• A calm, professional, and empathetic approach to customers who are stressed, frustrated, or far from home.

Additional Requirements

• Must live within commuting distance of the roadsurfer station in Las Vegas, Salt Lake City, Dallas, or Phoenix.
• Open availability to meet business needs, including weekends and holidays as needed.
• Ability to travel within the US. Travel may also include meetings at our Munich headquarters, which requires a valid passport.
• At least 21 years of age due to insurance requirements.
• Valid in-state driver's license. Offers are contingent on a background check and driving record review, conducted in accordance with applicable law.
• As a remote team member, you'll take part in two collaborative days (C-Days) per year at your local station, supporting daily station tasks that may include driving company vehicles.
• Mostly desk-based computer work. Time at a station may involve kneeling, squatting, bending, reaching overhead, exposure to fumes, dust, and temperature extremes, and cleaning with provided PPE. Candidates must be able to perform the essential functions of the role with or without reasonable accommodation.

What We Offer:

• Salary range: $65k-$80k based on experience and geography
• Healthcare reimbursement for full-time employees