Community Relations Senior Specialist Ukraine

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.

• Support the team with moderation of member profiles and their content (vehicle pictures, trips, etc.), handling refunds, answering to members’ messages through various channels (tickets, social media, phone calls) at high-quality level (we offer a 100% response service), providing guidance to our members  in a timely manner and with the appropriate tone of voice.
• Participate in internal projects and process enhancements of the local teams aiming for an improved overall member experience.
• Monitor and evaluate the quality of service rendered across different channels that the Community Relations Team supports (mainly tickets, moderations, social media, calls, and other channels supported) pursuing continuous improvement also by proposing training, content and product improvements aiming for excellence towards our customer satisfaction.
• Provide actionable feedback for the Ukraine’s Community Relations Team and support their individual and collective performance improvements in a timely fashion.
• Act as a local coach for new training, individual collaborators, processes refreshes and newly implemented processes.
• Maintaining Local Content (translating, adapting and updating help center articles and macros).
• Prepare quality monitoring reports for individuals and teams, and regularly liaise with Managers to discuss trends.
• Pull data from systems and applications and develop reports to identify trends  to help Managers in decision making.

• Previous QA experience preferred, but we will consider candidates with different backgrounds in Training/Coaching, Process Improvement, preferably in a Call Center, Customer Support/Experience and/or Community Relations departments.
• Excellent communication, listening skills and willingness to help are essential in English and Ukrainian.
• Excel/Google Sheets Intermediate Required.
• You have a sharp analytical skill while being results-driven and impact-oriented;
• 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 as a passenger would be a plus.
• A prior experience in content creation would be a plus.

• 🌎 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

• 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
• Mental health support through Moka.care