Job description
About BlaBlaCar
BlaBlaCar is the world’s leading community-based travel app enabling 26 million members a year to carpool or travel by bus in 21 countries. Our team of 800 employees counts over 50 nationalities and is spread across our 5 global offices, 30% working fully remotely.
Your Mission
One of BlaBlaCar’s key strategic goals is to foster a highly engaged community of users. The Customer Support Team at BlaBlaCar is an international, multiple award-winning team that aims at providing assistance to our community and contributes to the great experience of our users. This ensures our members an enriching and trustworthy experience. The Customer Support Team is answering questions and requests in different languages, 7 days a week. Our current vision and goal are to increase expertise within our internal team (social media, content, quality assurance…). We are looking for humble, caring, indulgent people; who enjoy working with a dynamic team; are willing to help, find solutions, learn and share their knowledge.
Your Responsibilities:
- Support the passengers through various channels (tickets, social media) at a high-quality level, providing guidance to them in a timely manner, with the appropriate tone of voice, when needed adapting the responses especially on medium to complex cases to meet the passengers’ needs according to the reported circumstances;
- Analyze and take actions upon passengers’ disputes, while maintaining a good communication between relevant stakeholders, ensuring that the proper documentation and governance are in place;
- Participate in internal projects, proposing process enhancements and support content and documentation focused on the business activities, aiming for an improved passenger experience;
- Maintaining Local Content (translating, adapting and updating help center articles and macros);
- Collaborate with Italia’s Community Relations Team on questions/ processes regarding business activities in a timely fashion;.
- Act as a local coach for new training, individual collaborators, processes refreshes and newly implemented processes focused on business activities.
Your Qualifications:
- Previous experience in B2C Customer Service, Customer Success, Call Centers and/or Community Relations departments and similar;
- Excellent communication, active listening, customer centric skills and willingness to help are essential;
- Advanced English and Italian proficiency is a must, both in written and spoken language. Any other regional language is nice to have;
- Solution-driven and details-oriented with a sharp analytical skill while being results- and performance oriented;
- Stakeholder and project management skills;
- Strong ability to work on your own while being dynamic, committed and open to a fast-pace and changing environment;
- You’re humble, structured, organized, patient and a relentless doer while enjoying working as a team-player and sharing and learning from others;
- A prior experience using the service as a driver and/or as a passenger would be a plus.
What we have to offer:
- Full remote possible in Poland
- 4 additional weeks on top of legal maternity/paternity leaves
- Financial support for home office equipment (2000 PLN)
- Minimum 20 days holidays per year (based on work experience)
- Local meal plan policy (320 PLN/month)
- Public transport (50 PLN/month)
- Multisport membership
- Private health insurance (Allianz)
- Free unlimited carpooling & bus rides
- Personal growth via trainings, mentorship, and internal mobility programs
- Employee Stock ownership plan
- Regular team building events
- Mental health support through Moka.care
- 1 day off per year to test our product
- 1 day per year for social engagements with non-profits
Interested in joining the ride?
- a 45-min video-call with your Talent Acquisition Manager Marieta Tonoyan to get to know you, understand your career expectations and answer your questions
- a fully remote exercise to evaluate your technical skills
- a 60-min video-call with Alessandra Minio, your future manager to discuss about your exercise
- a 30-min video-call with our Senior Customer Operations Manager for vision fit and rounding off the process
