Team Lead - Customer Care Operations
at BLACKLANE Riyadh, Saudi Arabia As a Team Lead in Customer Care Operations, you will be responsible for effectively managing and leading a team of Arabic speaking Customer Concierges to ensure the highest standard of service is delivered to our guests and partners. You will inspire, coach, and support your team while upholding the values and objectives of the company. Your ability to lead by example, deliver constructive feedback, and positively influence performance will be crucial to ensuring both customer satisfaction and team success.
YOUR CHALLENGE:
Team Leadership & Development: Hire and lead a team of Arabic speaking Customer Concierges, ensuring they understand and deliver on guest and partner priorities with care and respect. Be a role model by embodying the company's Core Values, inspiring your team and colleagues. Drive the team to success by fostering a positive, collaborative, and high-performance culture. Provide in-person training for your team members on an ad hoc basis. Understand and support the development needs of team members through coaching, training, and mentorship.
Performance Management:
Provide open, constructive feedback on a regular basis to meet behavioral and productivity goals, motivating the team to strive for excellence. Perform quality audits of your team members, ensuring consistency with Blacklane’s quality standards through regular calibration. Conduct regular one-on-one sessions to monitor performance, provide guidance, and discuss development opportunities. Use data-driven performance reports to recognize team achievements, identify areas for improvement.
Customer Service Excellence:
Lead by example, demonstrating exceptional customer service skills during peak periods by performing daily tasks alongside the team. Promote a customer-first approach and ensure that service excellence is embedded in every interaction. Address and resolve escalated customer inquiries, disputes, and emergencies in a professional and timely manner.
Collaboration & Stakeholder Engagement:
Work closely with the Head of Global Customer Care Operations to align team activities with overall department goals and company vision. Meet regularly with stakeholders to ensure clear communication, alignment on procedures, and the successful implementation of initiatives. Collaborate with the recruitment team during hiring processes and support the onboarding of new team members.
Change Management & Communication:
Manage organisational changes and ensure a smooth transition for the team while maintaining high engagement and motivation. Effectively communicate changes in processes, procedures, or goals to ensure the team is informed and aligned. Act as an advocate for your team and customers across multiple company touchpoints, ensuring their needs and feedback are represented.
ABOUT YOU:
Minimum of 3+ years of leadership experience in a service-oriented industry such as premium hospitality and travel or customer contact centres serving luxury brands. Strong organisational and communication skills, with the ability to multitask and prioritise effectively in a dynamic environment. Proven ability to coach, mentor, and develop team members, with an understanding of various coaching and leadership methods. Fluent in Arabic and English; additional languages are a plus. Strong interpersonal skills, with the ability to create positive, productive relationships with team members. Flexibility, independence, and a proactive approach to new tasks and challenges. Ability to handle disputes, emergencies, and escalations with professionalism and composure. Data-driven, with experience using metrics to assess team performance and make improvements. A team player who can motivate and inspire others to achieve personal and collective success. Alignment with the company's Core Values, acting as a role model for the department globally.
MORE THAN A JOB:
We are Blacklane, providers of premium global chauffeur services. Our mission is to create true peace of mind for discerning travellers by delivering perfect experiences around the world and to inspire a better future. Blacklane is offering airport transfers, City-to-City commutes, In-city mobility chauffeur hailing and Chauffeur-by-the-hour in over 50 countries globally, either pre-booked or on-demand. Whether it’s for business or pleasure, Blacklane and its 300 employees and tens of thousands of chauffeur partners have the right premium transportation service for you. By changing how people move, we opened up new opportunities for our chauffeur providers and set industry standards for climate protection in the travel industry.
Working at Blacklane: We prioritize fostering a strong company culture that promotes collaboration, innovation, and meaningful connections among our employees. Our offices in Berlin and Dubai serve as a central hub where employees come together to collaborate, build relationships, and participate in cultural events that reinforce our shared values. For our employees outside these geographies we promote having a hub life where our employees come together in their specific locations as we believe this plays a crucial role in supporting employee well-being, facilitating career development opportunities such as shadowing and mentorship programs, and nurturing a sense of belonging within our team. We are committed to creating a workplace where every individual feels valued, supported, and empowered to contribute their best work. Through our dedication to cultivating a strong company culture, we aim to drive engagement, productivity, and success across the organization and also offer the following:
Continuous Learning: We believe that open and actionable feedback is the essential component of continuous development. Set your personal development plan and take an active role in our internal learning communities to progress your career.
Flexible Working: Even the most ambitious Blacklaner needs some time to unwind. Find out what works for you and your team with flexible working hours and home office days.
Become Part of the Crew: Get to know your fellow Blacklaners through our regular team socials. Our success comes from a collaboration of more than 350 people from 70 nations and we are looking for more exceptional people to join us!
Employee Stock Options Plan: We want all Blacklaners to benefit from the company's success, so every employee gets virtual stock options.
Fair Remuneration: We’ve banded salary levels and matched them to the local costs of living, meaning you’re always paid fairly and you know that the rest of the crew is too.
Sustainability:We care for both people and the planet, having launched the mobility's industry-first global carbon offset scheme in 2017. Blacklane plans to deliver 35% of global rides in EVs by year-end 2024, and 50% by the end of year 2025.
Equal Opportunity: We are committed to inclusion and diversity. A company is only as strong as its crew, so we developed a work environment that is inclusive, inspiring and open. All qualified applicants receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
Blacklane Cares day: Every crew member receives 8 hours of paid leave per year to participate in volunteering initiatives of their choice or lead employee-driven community outreach projects. Utilize your time to lend hands to a cause that drives your passion.
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