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roadsurfer
roadsurfer
501 – 1,000 Employees
HospitalityLogisticsTravel
roadsurfer is a travel, hospitality, and logistics company specializing in RV and camper van rentals. Founded in 2018, it provides fully equipped vehicles through more than 90 rental locations across North America and Europe, helping travelers plan flexible road trips with the freedom to choose their own routes and destinations.
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Customer Success Manager, North America RV Rentals

Lead customer support, claims, escalations, and service operations for roadsurfer’s North American RV rental business. Coach teams, improve workflows, and strengthen traveler experiences across station and remote support channels.

USUnited StatesAZArizonaNVNevadaTXTexasUTUtah
$65,000 – $80,000 / year
HybridFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager
SaltStack

Description

  • Lead, coach, and develop the Customer Success Team
  • Foster a positive, productive team culture grounded in company goals and values
  • Set clear expectations, explain options empathetically, and determine appropriate escalation paths
  • Monitor performance, establish goals, provide feedback, and address performance concerns
  • Mentor team members and act as the primary escalation lead
  • Coordinate staffing, prepare weekly schedules, and approve timesheets
  • Maintain adherence to policies, service standards, SOPs, and training resources
  • Resolve complex customer issues involving RVs, roadside assistance, and pickup or return questions
  • Oversee the North American customer claims process
  • Evaluate compensation and refund requests and recommend appropriate resolutions
  • Investigate customer complaints and drive them to resolution
  • Prioritize and manage customer inquiries through phone and email
  • Oversee ticketing tools and phone-based CRM systems
  • Analyze KPIs such as response times, ticket throughput, customer satisfaction, and resolution rates
  • Manage the team’s operating budget and identify opportunities to improve cost efficiency
  • Address operational bottlenecks by improving policies, procedures, workflows, and support practices
  • Maintain accurate records of bookings, modifications, and cancellations
  • Train team members on support platforms and de-escalation techniques
  • Help station teams understand how their work can prevent escalations
  • Create training resources and cross-training programs
  • Train at stations to build knowledge of station operations and vehicles
  • Partner with station, sales, operations, maintenance, product, and international teams
  • Visit stations periodically and strengthen coordination between on-site and remote support
  • Present objectives and KPIs to senior management, including monthly customer support reporting
  • Propose initiatives that improve the North American customer experience

Requirements

  • A college degree in business, hospitality, or a related discipline, and/or at least five years of customer service and supervisory experience
  • At least five years of supervisory experience in retail or hospitality; RV industry experience is a plus
  • Experience working for or with an international company is strongly preferred
  • Demonstrated ability to troubleshoot customer concerns and lead teams in a fast-paced setting
  • Experience using inbound and outbound call systems
  • Background in RV rental, travel, or hospitality is advantageous
  • Strong problem-solving and critical-thinking abilities
  • Excellent written and verbal communication skills, including English reading and writing proficiency
  • Highly organized, able to multitask, and attentive to detail
  • Ability to prioritize and handle a high volume of inquiries across multiple channels
  • Advanced proficiency with Microsoft Office, CRM tools, and ticketing platforms; Zendesk experience preferred
  • Comfort working independently and collaboratively in a fast-paced environment
  • Hands-on approach to managing people and operational processes
  • Strong leadership and team-management capabilities, including coaching, mentoring, and performance development
  • Track record of improving team performance and meeting customer support metrics
  • Residence within commuting distance of a roadsurfer station in Las Vegas, Salt Lake City, Dallas, or Phoenix
  • Availability to work weekends and holidays when required
  • Ability to travel within the United States, potentially including Munich headquarters, with a valid passport
  • Must be at least 21 years old
  • Valid driver’s license issued by the state of residence
  • Successful completion of background and driving-record checks
  • Ability to perform essential duties with or without reasonable accommodation
  • Must be authorized to work in the United States; visa sponsorship is unavailable

Benefits

  • Healthcare reimbursement for full-time employees through the QSHERA insurance plan
  • Annual camper rental allowance
  • 401(k) plan with 1% employer matching
  • Telehealth and teletherapy access through Doctegrity
  • Paid time off accrued as you work
  • 48 hours of annual sick leave
  • Twice-yearly collaborative days at the local station
  • Equal employment opportunity and commitment to a diverse, inclusive workforce

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