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Salary: USD 65,000 - 80,000 / annual
Roadsurfer, Europe's largest campervan rental company with over 90 stations across Europe and North America, is seeking an experienced Customer Success Manager to lead the team supporting roadsurfer travelers on the road. This is a hybrid role based in Dallas, TX (or Las Vegas, Salt Lake City, or Phoenix), with the majority of work remote but requiring periodic onsite visits to your assigned station.
You will manage both people and process in a fast-paced startup environment, overseeing a customer success team that handles roadside support, RV issues, and pickup/return questions. Your responsibilities span team leadership, customer support and escalations, operations and performance management, training and systems, and cross-functional collaboration.
Team Leadership: Supervise, coach, and develop your team to build a positive, productive culture. Monitor performance, set goals, provide regular feedback, and mentor team members. Coordinate staffing, create schedules, and ensure compliance with company policies and service standards.
Customer Support & Escalations: Serve as the primary escalation point for complex customer situations, including RV issues on the road and roadside support needs. Manage the customer claims process for North America, review compensation and refund requests, and lead complaint investigation and resolution. Manage inquiries across multiple channels (phone, email) to ensure timely responses.
Operations & Performance: Oversee daily operations, manage ticketing and CRM systems, track KPIs (response time, ticket processing, customer satisfaction, resolution), and manage the team's operating budget. Identify operational bottlenecks and recommend process improvements. Develop and implement customer support best practices.
Training & Systems: Train the team on customer support platforms and de-escalation techniques. Help station managers understand their role in addressing customer issues. Build training materials and cross-training initiatives. Spend time at stations to learn operations and vehicles.
Collaboration & Reporting: Partner with station teams, sales, operations, maintenance, product, and international teams to resolve complex issues. Report monthly to senior management on customer support metrics, feedback, and recurring issues. Act as a strategic partner recommending customer experience improvements.
Requirements:
- College degree in Business, Hospitality, or related field and/or 5+ years of customer service experience 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 international companies strongly preferred
- Proven experience troubleshooting customer issues and leading teams in fast-paced environments
- Experience with inbound/outbound call systems
- Experience in RV rental, travel, or hospitality is a plus
- Quick and agile with startup mindset
- Strong problem-solving, critical-thinking, and communication skills
- Sound judgment under pressure; ability to explain options clearly and kindly
- Superior written and verbal English communication skills
- Strong multitasking and organizational skills with attention to detail
- High proficiency with Microsoft Office, CRM systems, and ticketing platforms (Zendesk preferred)
- Ability to work independently and collaboratively
- Strong leadership and team management skills including coaching, mentoring, and performance development
- Calm, professional, and empathetic approach to stressed or frustrated customers
- Must live within commuting distance of Las Vegas, Salt Lake City, Dallas, or Phoenix station
- Open availability including weekends and holidays
- Ability to travel within the US and potentially to Munich headquarters (valid passport required)
- At least 21 years of age (insurance requirement)
- Valid in-state driver's license
- Willing to participate in two collaborative days per year at local station
- Able to perform essential functions including desk work and occasional station tasks (kneeling, squatting, bending, exposure to fumes, dust, temperature extremes)
