About BlaBlaCar
BlaBlaCar is the world’s leading community-based travel app enabling 27 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
We are looking for a Customer Service Outsourcing Manager to join the Customer Relations Team (CRT) on a permanent contract starting May/June 2025. You will be responsible for managing the designated vendor activities and maintaining both new and existing vendor relationships.
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 20 different languages, every day and 7 days a week.
As a Customer Service Outsourcing Manager, you will be reporting directly to the Vendor Operations Manager and working with a direct team of 4 people.
Your responsibilities
Developing and maintaining relationships with CRT outsourcing partners or vendors; Continuously monitoring of tasks’ development progress and the partners’ KPIs (both quantitative and qualitative) and setting a governance frameworkMaintaining collaboration between the vendors and BlaBlaCar’s internal stakeholdersSupporting the strategy and standards development for evaluating vendor performance in cooperation with vendors and BlaBlaCar’s performance management teamMaintenance of the staffing needs for excellent vendor performance and setting goals for the vendors based on the company strategy and objectives; Keeping a check on invoices, billing and budget of vendor operations; Onboarding of new vendors into the company in cooperation with the Vendor Operations ManagerYour qualifications
You have at least 3 years of experience in BPO management in customer service from strategy to operations and/or you have a solid experience in running operations for a BPO (Business Provider Outsourcing)You are able to develop action plans as per the business needsYou possess strong negotiation, ownership, assertiveness and decision-making skillsYou have excellent communication and presentation skills, as well as a strong ability to collaborate with cross-functional teams and stakeholdersYou are results-oriented, punctual, and organizedYou have strong verbal and written communication skills in English & UkrainianFit with our BlaBlaPrinciplesNice to have: Google workspace; Finance/Budget knowledge; Risk management What we have to offer
Official employment contractFull remote possible in the country of employment4 additional weeks on top of legal maternity/paternity leavesFinancial support for home office equipment 24 days holidays per year including 12 days of public holidays (vacations and sick leaves are compensated according to the labor law) Local meal plan policy Public transport compensation Mental health/psychological support (Moka.care) & individual therapy sessions (Ensuria)Private health insurancePersonal growth via trainings, mentorship, internal mobility programs, and English classesEmployee Stock Ownership planRegular team building events (End of Summer Party, Christmas Dinner, Workshops)1 day per year for volunteeringInterested in joining the ride?
a 45-min video-call with your Talent Acquisition Manager Hien Hoang to get to know you, understand your career expectations and answer your questionsa 45-min interview with Global Vendor Operations Manager Andrea Perri to deep-dive into your working experience and fit to the rolea full remote technical case study (3 working days to work upon) + 60 mins case study présentation with Andrea and Head of Customer Operations Igor Pavlova 30 mins interview with VP Customer Relations Emmanuel TurounetOur hiring process lasts on average 25-30 days, offers usually come within 48 hours.
BlaBlaCar is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
