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Global Support Trainer

Indie Campers

ABOUT US

Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices.

With over one million nights rented through our travel platform, we have welcomed more than 300,000 travelers from 169 countries. We offer a comprehensive and expanding array of road trip possibilities: short-term RV rentals, long-term campervan subscriptions, and the possibility of buying one of our vehicles available for sale.

Rooted in a deep technological focus, our challenges are both exciting and demanding and require top talent and motivation to be successfully pursued. We are growing our team and looking for those interested in pursuing this dream with us and joining an ever-developing journey.

THE ROLE

The

Trainer

  • Training & Quality Assuranc e makes sure our Global Support Agent (GSA) and Global Support Expert (GSE) teams have the knowledge and skills to deliver a consistent, high-quality customer experience. The role combines training delivery, quality monitoring and coaching: you prepare new hires, evaluate interactions against our standards, close learning gaps, and work with Operations to drive continuous improvement.

WHAT WILL YOU WORK ON?

Training and development

  • Deliver new-hire onboarding: induction, product knowledge, booking and rental policies, systems, processes and customer service skills.
  • Run refresher, upskilling and targeted sessions when operational needs, policies, products or tools change.
  • Build and maintain training materials: presentations, facilitator guides, job aids, assessments and knowledge-based content, kept in line with current processes.
  • Assess trainee competency through quizzes, practical exercises and role-plays, and certify readiness for production.
  • Follow trainees through classroom training, nesting and transition to production until they reach proficiency targets.

Quality assurance

  • Evaluate a regular sample of calls, chats and emails per agent against the QA scorecard.
  • Check compliance with company SOPs and, where applicable, regulatory guidelines.
  • Identify recurring errors, process gaps, knowledge gaps and behavioral trends affecting customer experience.
  • Lead calibration sessions with Team Leaders and Operations so standards are applied consistently.
  • Keep the QA scorecard and guidelines up to date and escalate critical quality or compliance issues to the right stakeholders.

Coaching and performance improvement

  • Work with Team Leaders and Hub Managers to identify individual and team performance gaps.
  • Give evidence-based feedback and run 1:1 coaching based on assessment and QA findings.
  • Build action plans for agents below standard and follow up until improvement is sustained.
  • Track coaching effectiveness through quality scores, knowledge retention, productivity and other KPIs.

Reporting and continuous improvement

  • Publish regular reports on training completion, assessment results, QA scores, recurring defects, new-hire ramp-up and learning needs.
  • Analyze training and quality data to spot trends and recommend improvements to training, procedures, quality standards and coaching.
  • Support the rollout of new processes, product updates and system changes with the right training and quality checks.
  • Take part in continuous improvement projects on competency, efficiency, compliance and customer satisfaction.

Compliance and documentation

  • Keep training records, scorecards, coaching logs and materials accurate, current and audit ready.
  • Handle employee, customer and business information confidentially.
  • Support internal and external audits on training, quality and compliance.

Compliance Responsibilities

  • Promote a strong customer-focused culture across the team
  • Ensure documented procedures are consistently followed
  • Maintain accurate records to support traceability and audit readiness
  • Escalate compliance, safety, or reputational risks in a timely manner
  • Embody the organization’s values and serve as an Indie Camper’s role model in all interactions and responsibilities

WHO ARE WE LOOKING FOR?

Education

:

Bachelor's degree in Education, Communication, Business Administration, Psychology, or a related field is preferred. Equivalent relevant experience may be considered.

Experience

  • At least 2 years of experience in training, quality assurance, coaching, or a related operational role;
  • combined experience in training and quality is an advantage.

Experience in a customer service, contact center, shared services, or other performance-driven environment.

Strong facilitation, presentation, communication, and interpersonal skills.

Good analytical skills, including the ability to interpret quality results, identify trends, and recommend appropriate interventions.

Demonstrated ability to provide constructive feedback and coach employees toward measurable improvement

Strong organizational skills, attention to detail, and the ability to manage multiple priorities.

Ability to work independently and collaboratively with cross-functional teams.

Technical / Job-Specific Skills

Training facilitation and instructional design and delivery

Familiarity with helpdesk and contact-center tools (e.g. Zendesk, Salesforce,)

Quality Monitoring and evaluation

Ability to analyze metrics, identify trends, and implement service improvements

Understanding of travel service standards, policies, and operational workflows

Leadership & Behavioral Competencies

Ability to motivate a high-performing customer support team and maintain engagement

Excellent communication and conflict-resolution abilities

Calm, decisive, and solution-focused under pressure

Customer-centric mindset with a focus on positive outcomes

Strong problem-solving, decision-making, and accountability skills

Ability to drive continuous improvement initiatives and adopt best practices

KPIS & AUTHORITY

KPIs

: Training completion and attendance, Assessment and certification pass rate, QA score and trend, Coaching effectiveness, Schedule and reporting adherence, Stakeholder feedback

THE INDIE COMMITMENT

A dynamic position in a young, fast-growing and innovative company.

At Indie Campers, no two days are the same and your contribution makes a difference;

Continuous training and coaching by senior managers to develop your skills;

Competitive package , and free road trips anywhere in Europe, North America and Oceania (subject to campervan availability and internal policy).

Are you ready to Go Indie?

Every job at Indie Campers