Customer Service Outsourcing Manager

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 framework
• Maintaining collaboration between the vendors and BlaBlaCar's internal stakeholders
• Supporting the strategy and standards development for evaluating vendor performance in cooperation with vendors and BlaBlaCar's performance management team
• Maintenance 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 Manager

Your 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 needs
• You possess strong negotiation, ownership, assertiveness and decision-making skills
• You have excellent communication and presentation skills, as well as a strong ability to collaborate with cross-functional teams and stakeholders
• You are results-oriented, punctual, and organized
• You have strong verbal and written communication skills in English & Ukrainian
• Fit with our
  BlaBlaPrinciples
• Nice to have: Google workspace; Finance/Budget knowledge; Risk management

What we have to offer

• Official employment contract
• Full remote possible in the country of employment
• 4 additional weeks on top of legal maternity/paternity leaves
• Financial 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 ) & individual therapy sessions (Ensuria)
• Private health insurance
• Personal growth via trainings, mentorship, internal mobility programs, and English classes
• Employee Stock Ownership plan
• Regular team building events (End of Summer Party, Christmas Dinner, Workshops)
• 1 day per year for volunteering

Interested 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 questions
• a 45-min interview with Global Vendor Operations Manager
  Andrea Perri
  to deep-dive into your working experience and fit to the role
• a full remote technical case study (3 working days to work upon) + 60 mins case study présentation with
  Andrea
• a 30 mins interview with VP Customer Relations
  Emmanuel Turounet

Our 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. If you don't meet 100% of the qualifications outlined above, tell us why you'd still be a great fit for this role in your application.