Community Relations Specialist

**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 ). We are looking for humble, caring, indulgent people; who enjoy working with a dynamic team; are willing to help, find solutions, learn and share their knowledge.

**Your Responsibilities**:

- Support the passengers through various channels (tickets, social media) at a high-quality level, providing guidance to them in a timely manner, with the appropriate tone of voice, when needed adapting the responses especially on medium to complex cases to meet the passengers’ needs according to the reported circumstances;
- Analyze and take actions upon passengers’ disputes, while maintaining a good communication between relevant stakeholders, ensuring that the proper documentation and governance are in place;
- Participate in internal projects, proposing process enhancements and support content and documentation focused on the business activities, aiming for an improved passenger experience;
- Maintaining Local Content (translating, adapting and updating help center articles and macros);
- Collaborate with Italia’s Community Relations Team on questions/ processes regarding business activities in a timely fashion;
- Act as a local coach for new training, individual collaborators, processes refreshes and newly implemented processes focused on business activities.

**Your Qualifications**:

- Previous experience in B2C Customer Service, Customer Success, Call Centers and/or Community Relations departments and similar;
- Excellent communication, active listening, customer centric skills and willingness to help are essential;
- Advanced English and Italian proficiency is a must, both in written and spoken language. Any other regional language is nice to have;
- Solution-driven and details-oriented with a sharp analytical skill while being results
- and performance oriented;
- Stakeholder and project management skills;
- 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, patient 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 as a passenger would be a plus.

**What we 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 Alessandra, Talent Acquisition Manager, to get to know you, understand your career expectations and answer your questions;
- a 60-min video call with Pierre, Associate Manager to go deep dive into the main missions and possible challenges of the position;
- a fully remo