Support Operations Lead, Blacklane
Carbon-neutral global chauffeur service
Open for applications
Carbon-neutral global chauffeur service
201-500 employees
Open for applications
201-500 employees
Company mission
To make top-quality service convenient and accessible worldwide.
Role
Who you are
- Bachelor’s degree. Degrees related to Sociology, Organizational Leadership and/or Management a plus
- 2+ years of managing a real-time, customer support team. Experience with BPOs is a plus
- 2+ years of project management and/or process improvement experience
- Fully competent in Microsoft Office and Google Workspace. Strong Excel/Google Sheets skills are a must
- Ability to manage multiple tasks simultaneously and prioritize workload
- Experience with customer support platforms, troubleshooting and escalation resolution. Familiarity with Intercom and Salesforce is a plus
- Strong business writing and communications skills
- Must be able to analyze vendor performance reports, identify KPIs, and use them to spot trends and opportunities for improvement
What the job involves
- This role will support Blacklane’s Partner Support team by managing the daily operations which enable our existing global partners to continue developing their partnership with us
- The functions of this team include, but are not limited to:
- Review of compliance related documents
- On & Offboarding of vehicles, chauffeurs and partners
- Responding to inbound queries received via email and chat
- Executing ad hoc project requests from stakeholders
- This individual will use critical thinking and data analysis to implement strategies for continuous improvement to deliver world class service aligned with Blacklane’s quality standards
- This role will report into the Head of Partner Support
- Manage the daily oversight of Blacklane’s Partner Support team currently operating 24 hours a day, 5 days a week via business process outsourcing (BPO)
- Act as the primary point of contact for escalations, optimizing processes, and driving efficiency
- Analyze & manage data to monitor team and individual performance against key performance indicators (KPIs) and service level agreements (SLAs)
- Hold regular 1:1s with direct reports to drive performance and skill development
- Make recommendations to management based on findings and assist to implement them
- Collaborate with the team’s Program Managers to implement strategies for continuous improvement for our support specialists
Our take
Business transport for frequent travellers can be a difficult process. The pain of booking systems, invoicing, and inconsistent quality of services are issues travellers regularly face, hindering business operations and causing unnecessary delays. Chauffeurs also experience empty cars due to non-optimised booking processes.
Blacklane aims at the higher end of the market, targeting corporate workers, executives and those who have the means to pay extra for higher levels of service when they travel. Through a booking system available on the company's website and in-app, Blacklane provides a reliable high-end service with inclusive pricing and on-call customer support. Blacklane also works for chauffeurs, filling empty seats to optimise services.
The company is also environmentally conscious, operating as a carbon-neutral company since 2017. The company offers electric vehicle rides in more than 30 of its 300 operational cities, and by 2025, aims for 75 percent of all rides to be in EVs. With substantial funding from Mercedes Benz in 2022, it seems set to meet these objectives.
Freddie
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2024
$64.8m
SERIES G
Mar 2021
$26m
LATE VC
Total funding: $168.1m
Company benefits
- Personal development plan & budget for online courses, conferences, and books
- Monthly 1:1 feedback chats with our C-level team members
- Employee stock option plan
- Flexible working hours & hybrid remote model
- Friday evening drinks at the office & twice-a-year department events
Company HQ
Schöneberg, Berlin, BE
Leadership
Dr. Jens Wohltorf
(CEO)A director of the competence center next generation services for DAI-Labor and principal leader at the Boston Consulting Group.
Frank Steuer
(Member of the Board)CTO at SemperLink and co-founder and CTO at Firstfon Ltd.
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