Overview

BlaBlaCar – Community Relations Specialist (Italian speaker)

In-person - Warsaw, Masovian Voivode

Your Mission

BlaBlaCar is the world’s leading community-based travel app enabling 26 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, with 30% working fully remotely.

One of BlaBlaCar’s key strategic goals is to foster a highly engaged community of users. The Customer Support Team is an international, multi-award-winning group that provides assistance to our community, contributing to a great user experience. The team answers questions and requests in different languages, 7 days a week. We are looking for humble, caring, and indulent people who enjoy working with a dynamic team, are willing to help, find solutions, learn and share knowledge.

Your Responsibilities:

• Support the passengers through various channels (tickets, social media) at a high-quality level, providing guidance in a timely manner with the appropriate tone of voice, and adapting responses for medium to complex cases to meet passengers’ needs according to reported circumstances;
• Analyze and take actions upon passengers’ disputes, while maintaining good communication between relevant stakeholders, ensuring proper documentation and governance are in place;
• Participate in internal projects, proposing process enhancements and supporting content and documentation focused on business activities to improve 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, process 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 or similar;
• Excellent communication, active listening, and customer-centric skills; a willingness to help is essential;
• Advanced English and Italian proficiency is a must, both in written and spoken language. Any other regional language is a plus;
• Solution-driven and details-oriented with strong analytical skills and a results- and performance-oriented mindset;
• Stakeholder and project management skills;
• Strong ability to work independently while being dynamic, committed and adaptable to a fast-paced and changing environment;
• Humility, structure, organization, patience and a collaborative, team-player mindset;
• Prior experience using the service as a driver and/or passenger would be a plus.

What we have to offer:

• Full remote possible in Poland
• 4 additional weeks on top of legal maternity/paternity leaves
• Financial support for home office equipment (2000 PLN)
• Minimum 20 days holidays per year (based on work experience)
• Local meal plan policy (320 PLN/month)
• Public transport (50 PLN/month)
• Multisport membership
• Private health insurance (Allianz)
• Free unlimited carpooling & bus rides
• Personal growth via trainings, mentorship, and internal mobility programs
• 1 day per year for social engagements with non-profits

Interested in joining the ride?

• a 45-min video-call with your Talent Acquisition Manager to get to know you, understand career expectations and answer questions
• a fully remote exercise to evaluate your technical skills
• a 60-min video-call with your future manager to discuss your exercise
• a 30-min video-call with our Senior Customer Operations Manager for vision fit and final steps

BlaBlaCar is the world’s leading community-based travel app enabling 27 million active members a year to share a ride in 21 countries. Its technology matches drivers with empty seats with passengers heading the same way, so they can share the cost of the trip.