Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy
Jobs / Job page
Support Operations Lead image - Rise Careers
Job details

Support Operations Lead

Blacklane is looking for a Support Operations Lead to manage daily operations in the Partner Support team, ensuring high-quality service to global partners.

Skills

  • Strong analytical skills
  • Project management
  • Excellent communication
  • Experience with customer support platforms

Responsibilities

  • Manage daily operations of Partner Support team.
  • Act as primary point of contact for escalations.
  • Analyze data to monitor performance against KPIs and SLAs.
  • Conduct regular performance reviews with team members.
  • Collaborate with Program Managers for process improvements.

Education

  • Bachelor's degree in related fields preferred

Benefits

  • Flexible working hours
  • Employee Stock Options Plan
  • Paid volunteer initiatives
  • Fair remuneration
To read the complete job description, please click on the ‘Apply’ button
Blacklane Glassdoor Company Review
4.3 Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon
Blacklane DE&I Review
No rating Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon
CEO of Blacklane
Blacklane CEO photo
Jens Wohltorf
Approve of CEO

Average salary estimate

$70000 / YEARLY (est.)
min
max
$60000K
$80000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Support Operations Lead, Blacklane

Are you ready to lead the charge in exceptional customer support? Blacklane is seeking a passionate Support Operations Lead in vibrant Miami to drive our global Partner Support team's daily operations. In this dynamic role, you'll manage everything from onboarding and offboarding to handling compliance documents and responding to inquiries via email and chat. As the go-to person for escalations, you will optimize processes and ensure that our partners are thriving and getting the best out of their relationship with us. Your analytical skills will be put to good use as you analyze data to monitor performance and drive continuous improvement initiatives. At Blacklane, we strive for nothing less than world-class service, and you will play a pivotal role in achieving this goal. With a background in managing customer support teams and a flair for project management, you'll work closely with Program Managers to develop strategies that enhance our support specialists' capabilities. If you're passionate about creating unparalleled experiences, fostering collaboration, and pursuing continual growth, Blacklane could be your next big adventure. Join us in reimagining transportation while embracing our values of sustainability, inclusion, and team spirit!

Frequently Asked Questions (FAQs) for Support Operations Lead Role at Blacklane
What are the primary responsibilities of the Support Operations Lead at Blacklane?

The Support Operations Lead at Blacklane is responsible for overseeing the daily operations of the Partner Support team, which includes managing escalations, optimizing processes, analyzing performance data, and implementing strategies for improvement. This role also involves collaborating with Program Managers and conducting one-on-one meetings with team members to enhance their performance and development.

Join Rise to see the full answer
What qualifications are required for the Support Operations Lead position at Blacklane?

To qualify for the Support Operations Lead role at Blacklane, candidates should possess a Bachelor's degree, preferably in Sociology, Organizational Leadership, or Management. Additionally, a minimum of two years of experience in managing customer support teams is essential, with knowledge of BPO operations being a plus. Strong project management skills, excellent communication, and proficiency in tools like Microsoft Office and Google Workspace are also required.

Join Rise to see the full answer
How does Blacklane support the professional growth of the Support Operations Lead?

At Blacklane, professional growth is a priority, and as a Support Operations Lead, you will have opportunities for continuous learning through personal development plans and participation in internal learning communities. Regular feedback and mentorship programs are also available to help you progress in your career while contributing significantly to the team’s performance.

Join Rise to see the full answer
What tools and technology should the Support Operations Lead be proficient in at Blacklane?

The Support Operations Lead at Blacklane should be fully competent in Microsoft Office and Google Workspace, with strong skills in Excel and Google Sheets. Familiarity with customer support platforms, particularly Intercom and Salesforce, is also advantageous for managing team performance and resolving issues effectively.

Join Rise to see the full answer
What makes working at Blacklane unique for the Support Operations Lead?

Working at Blacklane as a Support Operations Lead is unique due to our commitment to fostering a strong company culture that values collaboration, innovation, and sustainability. Employees enjoy flexible working hours, employee stock options, and dedicated time for community outreach. Join a diverse global team and make a positive impact in the premium transportation industry!

Join Rise to see the full answer
Common Interview Questions for Support Operations Lead
Can you describe a time when you implemented a successful strategy for process improvement in customer support?

When preparing for this question, focus on a specific example where you identified a need in customer support processes. Explain the steps you took to analyze the current process, engage with team members for feedback, and implement changes. Highlight measurable outcomes such as improved response times or customer satisfaction scores.

Join Rise to see the full answer
How do you handle escalations from team members in a support environment?

Discuss your approach to managing escalations by emphasizing clear communication. Explain how you encourage team members to bring issues to you, assess the situation, and devise solutions collaboratively. Highlight your focus on maintaining professionalism and ensuring a positive outcome.

Join Rise to see the full answer
What key performance indicators do you track to evaluate the effectiveness of a support team?

In your response, mention various KPIs such as customer satisfaction scores, response times, resolution rates, and team productivity metrics. Be sure to explain why these indicators are important and how they inform decisions for continuous improvement.

Join Rise to see the full answer
Describe your experience with managing a remote or outsourced support team.

Share your experiences and strategies for managing remote teams, highlighting communication tools and collaborative technologies. Discuss how you foster a team culture despite physical distances and ensure that all members stay aligned with company goals.

Join Rise to see the full answer
How do you prioritize multiple projects simultaneously in a fast-paced environment?

Explain your approach to time management and prioritization. Discuss tools you use for tracking tasks and deadlines, as well as any frameworks or methodologies you apply, such as agile project management, to ensure successful project delivery.

Join Rise to see the full answer
What steps do you take to analyze vendor performance in a customer support context?

Talk about your systematic approach to reviewing vendor performance metrics, including the analysis of KPIs and feedback from team members. Highlight the importance of using data to identify areas for improvement and foster a collaborative relationship with vendors.

Join Rise to see the full answer
How do you ensure your team is continuously developing their skills?

Focus on the importance of regular feedback, one-on-one meetings, and providing access to learning and development resources. Discuss any specific programs or initiatives you implemented that have led to significant skill enhancements within your team.

Join Rise to see the full answer
Can you provide an example of how you handled a difficult customer situation?

Use the STAR method (Situation, Task, Action, Result) to structure your answer. Focus on a particular incident, how you collaborated with your team to resolve it, and what the outcome was. Emphasize your ability to remain calm and professional while ensuring customer satisfaction.

Join Rise to see the full answer
What techniques do you use to maintain team motivation and morale?

Highlight your strategies for inspiring and engaging your team, whether through recognition programs, team-building activities, or creating an inclusive environment. Demonstrate how you actively listen to team members’ concerns and incorporate their feedback when planning team dynamics.

Join Rise to see the full answer
How do you approach training new team members in a support role?

Discuss your structured onboarding process that includes comprehensive training materials, shadowing opportunities, and hands-on experiences. Emphasize the importance of providing new hires with clear expectations and regular check-ins to assess their progress and comfort levels.

Join Rise to see the full answer
Similar Jobs
Photo of the Rise User
Posted 9 days ago
Photo of the Rise User
Posted 9 days ago
Mission Driven
Customer-Centric
Transparent & Candid
Growth & Learning
Fast-Paced
Inclusive & Diverse
Work/Life Harmony
Rise from Within
Medical Insurance
Dental Insurance
Vision Insurance
Mental Health Resources
Life insurance
Disability Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Education Stipend
Learning & Development
Bias Training
Performance Bonus
Photo of the Rise User
Posted 8 days ago
Photo of the Rise User
GolfSuites Hybrid No location specified
Posted 3 days ago

Blacklane‘s mission is to empower travelers to schedule professional drivers with unprecedented convenience. We promise a consistently exceptional experience around the world.

23 jobs
MATCH
Calculating your matching score...
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$60,000/yr - $80,000/yr
EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
March 15, 2025

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!