roadsurfer

Customer Success Manager

• Supervise, coach, and develop the Customer Success Team
• Build a positive, productive culture aligned with company goals and values
• Set expectations, explain options empathetically, and determine when to escalate
• Monitor performance, set goals, provide feedback, and address performance challenges
• Mentor team members and serve as the lead escalation point
• Coordinate staffing, create weekly schedules, and approve timesheets
• Ensure compliance with policies, service standards, SOPs, and training materials
• Handle complex customer escalations involving RV issues, roadside support, and pickup or return questions
• Manage the North America customer claims process
• Review compensation and refund requests and recommend resolutions
• Investigate and resolve complaints
• Manage and prioritize inquiries across phone and email
• Oversee ticketing and phone CRM systems
• Track and analyze KPIs including response time, ticket processing, customer satisfaction, and issue resolution
• Manage the team operating budget and identify cost-efficiency opportunities
• Identify operational bottlenecks and improve policies, procedures, workflows, and support practices
• Ensure accurate documentation of bookings, changes, and cancellations
• Train the team on customer support platforms and de-escalation
• Help station teams understand their role in preventing escalations
• Build training materials and cross-training initiatives
• Train at stations to learn station operations and vehicles
• Collaborate with station, sales, operations, maintenance, product, and international teams
• Make periodic station visits and connect on-site and remote support
• Report objectives and KPIs to senior management, including monthly customer support reports
• Recommend initiatives to improve the customer experience across roadsurfer North America

Accounting Manager

• Lead the entire accounting function of the roadsurfer Group
• Ensure reliable, timely, and audit-proof monthly financial reporting
• Prepare annual financial statements and group financial statements under German GAAP (HGB)
• Manage external service providers handling accounting, VAT, income tax, and local audits for foreign legal entities across Europe and North America
• Ensure quality, compliance, and adherence to deadlines
• Analyze new business transactions and ensure correct accounting treatment
• Ensure tax compliance across German roadsurfer entities with the external tax advisor
• Lead, develop, and structure the accounting team
• Establish clear ownership and reliable closing timelines
• Build a scalable, data-driven accounting function ready for an AI-native finance setup
• Drive automation, digitalization, process ownership, and financial data quality
• Support the company-wide SAP implementation from process design and testing through go-live and post-launch stabilization
• Serve as key contact for auditors, tax advisors, and authorities
• Steer the annual audit process
• Report directly to the CFO and participate in the finance organization

Customer Success Manager

Head of Accounting – Tax