Indie Campers is on a mission to offer the road trip experience to every single person. Being one of Europe's 40 top-growing companies, our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

We offer life-changing experiences by making it easy for our customers to enroll on a road trip of a lifetime. If you have the same spirit and if you want to be part of a disruptive company, then we believe you can help us to achieve our mission.

We're looking for a Business Analyst - Customer Excellence who will improve the effectiveness of the team and the delivery of customer support, increase the use and understanding of data for decision making. Focused in efficiency and automation in quality service delivery.

What you´ll do:

• Conduct analysis to understand contact volumes, contact reasons and suggest best ways to resolve through process changes, training and technology.
• Build effective triggers and regulations for flawless customer interactions by removing unnecessary activity.
• Maintain and review operations workflow and practices: evaluate applications functionality and recommend appropriate implementation and integration of functionality with customer excellence practices;
• Provide subject matter expertise pertaining to business operations along with our Tech team to ensure the system design and integration requirements reflect the customer excellence processes needs and business requirements;
• Review functional processes, and determine the impact on customer experience
• Revise operational procedures and develop/implement related training for new applications and procedures.

Who you are:

• +1 year of professional experience as a Zendesk administrator (mandatory);
• Masters in Marketing or International Business (preferred);
• Knowledge of the Zendesk Programming Interface (Tableau, Power BI, Google Data Studio);
• Knowledge of RACI and other matrix for decision making processes;
• Must have experience in data extraction, cleaning and validation (SQL);
• Should be experienced in communicating with multiple stakeholders;
• Proficiency in Talkdesk is a plus;
• Excellent English communication skills (written & spoken);
• Ability to multitask and adapt to a fast growing environment.