BlaBlaCar

Customer Service Outsourcing Manager

Customer Service

Kyiv, Ukraine

Permanent

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 (Moka.care) & 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 and Head of Customer Operations Igor Pavlov

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

The go-to app for shared travel.

GenderScore

Pacemaker

What we like about them

BlaBlaCar's wants to become the go-to app for shared travel. They're leveraging technology to fill every empty seat on the road, therefore avoiding 1.6 million tons of CO2 a year! At its core, BlaBlaCar has a human mission: to foster social connection while giving users the freedom to choose who they travel with. BlaBlaCar's founders have been committed to including more women in tech since day one.

With its comprehensive Women in Tech action plan—which includes a special sourcing strategy for female talents, as well as unconscious bias trainings and fostering ties with various communities—this company is truly on the right path!