Support Operations Lead

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.

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.

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.

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.

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!

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.