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**About BlaBlaCar**
BlaBlaCar is the world's leading carpooling platform, created with one dream in mind: leveraging technology to fill the millions of empty seats on the road.
We offer long
- and short-distance carpooling as well as a bus marketplace, with the mission to become the go-to marketplace for shared road mobility.
Today, our community counts over 100 million travelers in 22 countries, creating a smarter, friendlier and carbon-saving transport network.
Every year, our community saves 1.6 million tons of CO2e by sharing the road, equivalent to the CO2 emissions generated by Paris traffic in a year.
But it doesn't stop here - our team of 250+ engineers is developing innovative algorithms to further unlock the potential of shared travel and multiply its impact.
We're looking for people to join our journey - people who care, who are driven by impact and innovation, and who want to thrive in a fast-paced entrepreneurial environment.
We offer a flexible workplace where we count on each other to take initiative.
So join the ride - we can't wait to see where it takes you.
*
Your Mission: *
One of BlaBlaCar's key strategic goals is to foster a highly engaged community of users.
The **Community Relations** 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 ).
**Your Responsibilities**:
- You will report directly to the Brazil Customer Service Team Manager
- Lead and motivate the team that support Brazilian, Mexican and Portuguese members
- Ensure a proper workforce and tasks planning to meet our service level, backlog management, enhanced productivity, member satisfaction, and quality in all the channels where we provide support
- Support hiring campaigns, working schedules creation, and vacation requests
- Provide insights for continuous process improvements, utilizing a data and solution-driven approach in a rapidly changing environment with a structured written and verbal communication
- Monitor your team's performance and KPIs, identify areas of improvement and design actionable solutions
- Provide assistance for the team Specialists and Senior Specialists while representing the CRT BR Manager when needed
**Your Qualifications**:
- University degree in communication /social sciences/ business administration, economics or similar
- Previous experience required in managing/ supervising a team of 5+ employees (at least 1 year) in Call Center, Customer Support/ Experience and/or Community Relations departments
- Natural leadership qualities and the ability to create excitement in peers and subordinates
- Strong analytical, communication and organizational skills
- Fluent English and Portuguese, proficiency in written and spoken Spanish is a plus
- Advanced knowledge of Excel/ Google Sheets
- You have a sharp analytical skills along with results-driven and impact-oriented mindset
- 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, motivated by innovation 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 a passenger would be a plus**What we offer**:
- An international environment: over 35 nationalities across 6 countries.
- Opportunities to learn: 360 onboarding weeks, weekly team-all BlaBlaTalks to learn about what other teams are up to, International Weeks to mingle with other offices, regular Q&A sessions with our leadership, honest discussions about our company KPIs, 'Fail, Learn, Succeed' moments where we destigmatize and share moments of failure with others.
- Innovation: Coding Nights to pitch ideas outside our roadmap and make development dreams come true, weekly Product & Tech Demos and blogs to share engineering stories, access to top conferences across Europe.
- Impact: building a product that has a real impact on society and the environment, and sharing an office culture that prioritizes low-waste and eco-friendly practices.
- People-first: wind down from work at our BlaBlaShows, BlaBlaBreak retreats, weekly breakfasts and afterworks (when the sanitary conditions permit it) or meme battles on Slack.
- Shared company principles that guide us in our everyday decision-making and bring us closer to our goal.
Find out more about our BlaBlaPrinciples.
**Your Future Benefits**:
- A fair and competitive salary package
- Employee Stock Ownership plan
- Parental policy
- Trainings and career development programs
- Free carpooling & bus-rides wherever whenever
**Intere
