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.
YOUR CHALLENGE:
- 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
ABOUT YOU:
- 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
We are Blacklane, providers of premium global chauffeur services. Our mission is to create true peace of mind for discerning travellers by delivering perfect experiences around the world and to inspire a better future. Blacklane is offering airport transfers, City-to-City commutes, In-city mobility chauffeur hailing and Chauffeur-by-the-hour in over 50 countries globally, either pre-booked or on-demand. Whether it’s for business or pleasure, Blacklane and its 300 employees and tens of thousands of chauffeur partners have the right premium transportation service for you. By changing how people move, we opened up new opportunities for our chauffeur providers and set industry standards for climate protection in the travel industry.
Working at Blacklane: We prioritize fostering a strong company culture that promotes collaboration, innovation, and meaningful connections among our employees. Our offices in Berlin and Dubai serve as a central hub where employees come together to collaborate, build relationships, and participate in cultural events that reinforce our shared values. For our employees outside these geographies we promote having a hub life where our employees come together in their specific locations as we believe this plays a crucial role in supporting employee well-being, facilitating career development opportunities such as shadowing and mentorship programs, and nurturing a sense of belonging within our team. We are committed to creating a workplace where every individual feels valued, supported, and empowered to contribute their best work. Through our dedication to cultivating a strong company culture, we aim to drive engagement, productivity, and success across the organization and also offer the following:
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