roadsurfer

Operations

• As Operations Business Director Germany, you are responsible for the operational management of the German market — roadsurfer's largest and highest-revenue market.
• You ensure that stations, fleet, and repair & maintenance processes are set up to be stable, efficient, and scalable, and that operational targets regarding cost, quality, availability, and customer satisfaction are consistently met.
• You manage day-to-day operations across all German locations, work closely with central teams in a matrix organization, and ensure clear processes, consistent execution, and measurable performance.
• Your focus is on performance management, operational stability, and continuous improvement.

Operations Business Director – Germany

Customer Success Manager

• Serve as the initial point of contact for roadsurfer prospects and customers, offering tailored guidance on product offerings
• Respond to customer inquiries via phone and email, providing top-notch service to every customer
• Gain detail information regarding RV rentals, services, and accessories
• Handle issues such as damage claims and breakdowns, ensuring prompt solutions
• Assist with troubleshooting issues with RVs and related equipment
• Manage customer objectives with empathy and efficiency
• Coordinate existing bookings and subscriptions for updates, changes, or cancellations
• Utilize Ticketing/Phone CRM system to manage customer interactions
• Use Microsoft Suites to connect with your team and organization
• Collaborate with other teams to maximize service quality

Customer Success Representative

• You serve as the initial point of contact for roadsurfer prospects and customers, offering tailored guidance on our product offerings.
• Respond to customer’s inquiries via phone and email offering top notch service to every customer.
• Provide detailed information regarding RV rentals, services and accessories.
• Answer before adventure questions to guide the customer through the booking process.
• You professionally and effectively handle issues such as damage claims, breakdowns, ensuring prompt solutions and overcoming objectives.
• Assist customers in troubleshooting issues with RVs and related equipment.
• Provide fast solutions and recommendations based on the customers’ needs.
• Manage customer objectives with empathy and efficiency.
• Work closely with the stations to offer customer-related support and offer a high-level customer experience.
• Your responsibilities include coordinating existing bookings and subscriptions, whether it's for updates, changes, or cancellations.
• Utilize Ticketing/Phone CRM system to manage customer interactions and track inquiries effectively.
• Process booking changes and cancellations with proper notation and follow-up.
• Use of Microsoft Suites to connect with your team and organization.
• Collaborate closely with other teams, such as product development, our international stations, and the sales team, to maximize service quality.
• Work closely with the Supervisor regarding escalations.
• Work with other departments to ensure cohesive customer experience.

Customer Success Representative, Part Time

Attorney

• Manage end-to-end invoicing for vehicle damage cases, from invoice issuance through cash collection.
• Coordinate liability and coverage clarifications with insurers and law firms.
• Review and audit estimates and appraiser reports for compliance with pricing, taxes, and internal guidelines.
• Maintain audit-ready documentation and well-organized, indexed claim files.
• Validate billing accuracy and VAT handling within strict SLA deadlines.
• Monitor receivables, manage dunning processes, and resolve payment disputes.
• Serve as the professional point of contact for customers, insurers, and legal counsel.
• Analyze recurring objections to improve workflows and increase recovery rates.

Junior Invoicing & Claims Expert – Legal & Commercial

• Own the Maintenance & Repair (M&R) budget and ensure cost-efficient, high-quality repairs across the market such as Repair Strategy, Workshop Network, Spare Parts Inventory
• Define repair strategies per vehicle based on damage reports and operational priorities.
• Maintain strong vehicle availability by coordinating workshop capacity, scheduling, and spare parts flow.
• Build and optimize the internal and external workshop network to improve turnaround times and cost efficiency.
• Lead and develop station repair teams, ensuring consistent performance and technical capability, damage detection rates and sparte parts inventory.
• Track key KPIs such as repair cost, time, and damage detection accuracy to drive continuous improvement.

Operations Business Director – Germany

Customer Success Representative

Customer Success Representative, Part Time

Junior Invoicing & Claims Expert – Legal & Commercial

Operations Market Lead – Europe South