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Team Lead Customer Care & Operations

Blacklane provides an outstanding ground travel experience in over 250 cities and 50 countries worldwide. Our success comes from a collaboration of nearly 200 people from 40 nations and we are looking for more exceptional people to join us! Help us solve the challenges of moving travelers around the world and support a thriving community of professional drivers.

Team Lead Customer Care & Operations

 Your challenge

  • You will be responsible for the ground transportation needs of our customers within the first level team.
  • Provide consistent and regular feedback to your team members and together with your colleagues ensure motivation and job satisfaction is at a steady level
  • Provide every team member with monthly statistical reports to review opportunities for improvement and performance feedback. Provide corrective actions and performance reviews, as necessary.
  • Measure, coach & develop your team to ensure quality and productivity targets are met.
  • Maintain and promote a positive attitude while meeting productivity goals
  • Participate in recruiting efforts to strengthen the Blacklane Customer Happiness Team
  • Delegate different duties to team members to ensure a faster and smoother flow of operation.
  • Answer calls, emails during peak times as well as other CC&O tasks, and work to resolve queries in real time
  • You will proactively recommend our customers features and benefits of Blacklane services as well as solutions.
  • Effective Change Management - Handle periods of change and lead your team through such periods, displaying motivating and encouraging behaviour.

About you

  • You have excellent organizational and communication skills and the ability to multitask and prioritize your workload while in a dynamic situation.
  • Leadership experience in a strongly service-oriented industry (e.g. call center, hotel, travel industry).
  • Three years + as a minimum
  • Excellent English language skills, additional languages are a plus (German, French, Italian).
  • You have experience with different Coaching methods and you understand which situation requires which leadership style and skill
  • You will bring a strong identification with our Core Values, which are the foundation for our communication and manner of treating each other, both internally and externally
  • You are convincing while also being personable, helpful and competent and you have great interpersonal skills to create a cordial relationship with team members
  • A high degree of flexibility, team spirit, independence and always open to new tasks, as well a knack to handle disputes and emergencies
  • You are in possession of a valid work permit for Germany.
  • You are a team player, with the ability to motivate the team to improve each day.

More than a job

  • You will work in the exciting and innovative market of global ground transportation.
  • You will become part of a unique international and professional team, that is characterized by flat hierarchies, a family-like atmosphere, flexible working hours and an open feedback culture
  • You will have the tremendous opportunity to grow with us and develop your skills, supported by our talent training team.
  • You will work in a modern office with a variety of fresh fruits and drinks, regular company and team events and a lot of fun games.

If you want to be a part of an award-winning company that wants to set the highest standard for professional driver services across the world, please apply through our contact form. We look forward to hearing from you!


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