Quality Assurance Team Lead, Blacklane
Customer Support / BPO
+ Virtual Stock Options Plan (VSOP)
Carbon-neutral global chauffeur service
Open for applications
Carbon-neutral global chauffeur service
501-1000 employees
Open for applications
+ Virtual Stock Options Plan (VSOP)
501-1000 employees
Company mission
To make top-quality service convenient and accessible worldwide.
Role
Who you are
- You bring 4+ years of experience in Quality Assurance, Support Operations, or Vendor Management — ideally within a BPO-heavy environment
- You have 1–2 years of people leadership experience and feel confident coaching, mentoring, and developing others
- You have a solid grasp of QA methodologies, audit scoring, and tools like Klaus (or similar platforms)
- You’re a strategic thinker who also enjoys getting hands-on — from shaping frameworks to reviewing individual audits
- You’re comfortable with data, and you can interpret QA, CSAT, and NPS metrics to inform meaningful improvements
- You’re an influential communicator who collaborates well with vendors and cross-functional teams, and you’re not afraid to challenge the status quo to raise the bar
- You care deeply about support quality and have a sharp eye for what makes an excellent guest and chauffeur experience
What the job involves
- As Quality Assurance Team Lead – Customer Support / BPO, you will lead our efforts to uphold and continuously elevate support quality through both strategic innovation and operational excellence, particularly across our outsourced BPO network
- You will manage a team of Quality Specialists who audit and analyze the performance of our support agents
- Together, you will design and implement scalable quality frameworks, drive initiatives that raise internal quality scores, enhance the guest and chauffeur experience, and ensure our support partners consistently reflect Blacklane’s tone of voice, attention to detail, and commitment to excellence
- This is a people leadership role with high strategic ownership, designed for someone who can zoom out to shape the long-term quality vision and zoom in to drive hands-on improvements — always with a mindset of quality-first, data-driven decision-making, and cross-functional collaboration
- Lead, mentor, and grow a high-performing team of Quality Specialists responsible for evaluating BPO and internal support interactions
- Define and drive the long-term quality strategy by identifying improvement opportunities, piloting new initiatives, and proactively shaping frameworks, tools, and processes that elevate support quality across all touchpoints
- Own and drive quality-related KPIs such as Internal Quality Score (IQS), share of rated tickets, CSAT, and first contact resolution, ensuring continuous improvement
- Oversee the quality assurance process, including rubric design, audit calibration, and consistent evaluation practices across support teams
- Manage and continuously improve Blacklane’s QA tooling (e.g., Klaus) – from configuration to reporting and stakeholder enablement
- Monitor and report on the qualitative performance of BPO partners and ensure quality targets and SLAs are met or exceeded
- Align directly with BPO vendor management on coaching, retraining, and improvement plans based on audit findings and satisfaction trends
- Design and lead the BPO agent selection and onboarding process to ensure only high-quality candidates are hired; define agent profiles, create quality-focused onboarding standards, and support hiring calibration with vendor partners
- Collaborate cross-functionally with teams like Support Enablement, Training, Knowledge Management, WFM, and Product to ensure end-to-end quality
- Design and own the Quality Guide, QA principles, and process documentation to support agent performance and vendor alignment
- Advocate for guest and chauffeur-centric improvements by turning insights from audits and data trends into actionable process or product changes
- Contribute to the design of incentive programs that reward quality, service excellence, and agent development at vendor sites
- Maintain oversight on relevant operational topics, ensuring quality considerations are embedded into support workflows, tools, and structures
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. Alongside this, 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. It offers electric vehicle rides in more than 50 cities and countries and with recent funding, is ready to expand even further. Alongside this, it has announced a number of recent partnerships, signifying the company is in a very good place for future growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2024
$70.1m
SERIES G
Mar 2021
$26m
LATE VC
Total funding: $173.4m
Company benefits
- Personal development: Create a personal development plan. Set goals, learn new skills, and connect with a mentor to help you reach what you want to achieve. Budget for online courses, conferences, and books bolsters your learning journey
- Open feedback culture: Discover a company culture where open feedback and communication is valued. We offer monthly 1:1 chats with our C-level team members, as we believe feedback makes Blacklane a better place to work
- Virtual stock options: Take ownership of your work — literally — with our employee stock option plan. Shares vest over four years at no cost to you. Blacklane’s success is your success
- Flexible work environment: Your work and home lives should exist in harmony. With our hybrid model—working from the office, with flexibility to work from home—you and your team can find the balance that works best for you
- Social events: From Wednesday evening drinks at the office, to twice-a-year department events with budgets for every team, we offer plenty of opportunities to connect with your team and build relationships. And not to brag, but our company parties are legendary
- Blacklane Cares day: Every crew member receives 8 hours of paid leave per year to participate in volunteering initiatives of their choice or lead employee-driven community outreach projects. Utilize your time to lend hands to a cause that drives your passion
Company HQ
Schöneberg, Berlin, BE
Leadership
Dr. Jens Wohltorf
(Co-Founder & CEO)Previously spent 6 years as a Principal at The Boston Consulting Group.
Frank Steuer
(Co-Founder & Member of the Board)Previously co-founder and CTO of Firstfon and CTo of SemperLink.
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