Associate Manager France

**About BlaBlaCar**
- BlaBlaCar is the world’s leading community-based travel network, connecting over 100 million members across 22 countries looking to carpool or travel by bus. By sharing rides and filling empty seats on the road, our community avoids 1.6 million tons of CO2 emissions every year (as if Paris was free of road traffic for a year)
- We are a global and diverse team of 700+ people with 45+ nationalities, and headquartered in Paris. We’re constantly looking for new ways to leverage technology to create a more affordable, convenient, flexible and sustainable way to travel. And we are always on the lookout for people who care about making a positive impact.

**Your Mission**:

- 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 different languages, 7 days a week. Our current vision and goal are to increase expertise within our internal team (social media, content, quality assurance ).

With the recent acquisition of the company Klaxit, BlaBlaCar is looking for his/her next Associate Manager to lead a team of customer service employees for French Marketplace, working mainly on our short-distance carpooling solution.

**Your Responsibilties**:

- Leading and motivating a team of customer service employees supporting our French members
- Ensuring 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
- Supporting hiring campaigns, working schedules creation in collaboration with our planning analyst, and vacation requests
- Providing insights for continuous process improvements, utilizing a data and solution-driven approach in a rapidly changing environment with a structured written and verbal communication
- Monitoring your team’s performance and KPIs, identify areas of improvement and design actionable solutions
- Ensuring communication and strong collaboration with our partner in outsourcing
- Organizing, monitoring and developing relationships with relevant stakeholders within and outside the customer service department
- Participating and supporting actively the fusion and integration of the Klaxit customer service department within the BlaBlaCar entity

You will report directly to the Customer Operations Manager, responsible for the French and Spanish marketplaces.**Your Qualifications**:

- 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 French and English communication skills
- Advanced knowledge of Excel/ Google Sheets
- You have 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 have to offer**:

- An international environment with over 45+ nationalities
- ️ A hybrid, flexible workplace with family-friendly policies
- Learning opportunities via access to training, mentorship, internal development programs, or our weekly team-all BlaBlaTalks and Tech & Product Demos
- Team-building events like our weekly afterworks, breakfasts, our annual Coding Night or Impact Day A product and a workplace with a strong commitment to sustainability
- Shared BlaBlaPrinciples that are the foundation of our culture and everyday decisions

To know more, check out our 100 reasons to join BlaBlaCar**We are dedicated to flexibility, growth and well-being at work**:

- Full remote possible in the country of the role
- 1 additional month parental leave 100% paid
- Financial support for home office equipment
- Relocation package and visa support
- Free unlimited carpooling & bus rides
- Employee Stock Ownership plan
- Minimum 25 days holiday per year
- Local meal plan policies (Swile card in France)
- 50% transportation paid in France (Forfait Mobilité Durable)
- Mental health support through Moka.care

**Interested in joining the ride? Here’s what your hiring journey will look like**:

- a 45-min video-call with our Talent Acquisition Manager
- Rupal Bhardwaj, to get to know you, understand your career expectations and answe