Customer Care Operations Specialist

• Customer Service & Representation:
• Serve as an ambassador for the company, providing high-quality service that reflects our premium brand and service proposition.
• Handle a wide range of customer and chauffeur queries using in-depth knowledge of company policies and procedures.
• Utilize multiple communication channels (phone, email, and live chat) to resolve queries while maintaining a consistent and professional brand tone and voice.
• Problem Solving & Escalation Management:
• Address and resolve customer concerns efficiently, applying relationship and trust-building skills to deescalate difficult situations.
• Aim for the best possible outcome for both the guest and the company, balancing customer satisfaction with operational objectives.
• Service Levels & Efficiency:
• Stay mindful of service level agreements (SLAs) and ensure that all incoming queries are addressed promptly and efficiently.
• Contribute to proactive tasks, such as verifying flight numbers, reviewing extra distance and wait time to enhance the customer experience.
• Team Collaboration & Improvement Initiatives:
• Promote an open feedback culture, encouraging the exchange of ideas and suggestions to improve both individual and team performance.
• Actively contribute to the development of the company's products and services by providing accurate categorization and insights on customer interactions.
• Proactive Service Improvement:
• Look for ways to enhance the customer experience by offering proactive support and identifying areas for service improvements.
• Contribute ideas for refining customer service processes and identifying best practices that elevate overall service quality.
• Quality Focus & Continuous Learning:
• Maintain a strong focus on delivering a high-quality customer experience in every interaction.
• Continuously seek opportunities for personal skill development, especially in areas that impact customer service quality and efficiency.

 ABOUT YOU:

• Strong communication skills with the ability to maintain a professional, friendly tone across all communication platforms (phone, email, live chat).
• Previous experience in a customer service role, preferably within a luxury, hospitality, or premium service industry.
• Excellent problem-solving skills and the ability to remain calm under pressure while resolving customer issues.
• A natural relationship builder who can deescalate difficult situations and build trust with customers.
• Highly organized, with strong multitasking abilities and attention to detail.
• Ability to work efficiently within a team environment while also managing individual tasks and side projects.
• A proactive attitude, always looking for ways to improve processes and customer outcomes.
• Flexibility to adapt to new tasks and changing priorities in a dynamic environment.
• Fluent in Arabic and English; additional languages are a plus.

About Blacklane
Our mission is simple but powerful: to become the world’s leading premium, global chauffeur service. Operating in 50+ countries, we reimagine chauffeur-driven rides by prioritizing reliability, innovation, and first-class service at every step. Blacklane is also at the forefront of sustainable mobility efforts, continuously working to reduce our operational impact on the planet.

Our Company Culture
Blacklane has grown from a two-person startup in Berlin to a global team of over 300 people representing 54+ nationalities. Powered by our commitment to care,  inclusion, innovation, and collaboration, we support employees through initiatives like Employee Resource Groups (ERGs), mentorship programs, and more.

Here are just a few examples of the ERGs fostering connection:

• LGBTQIA+ Network – Advocating for inclusivity and championing allyship.
• Bookclub – Encouraging cultural exchange, fostering discussion, critical thinking, and team engagement through shared reading and analysis.
• Blacklane Cares Leave – Spend up to eight paid hours annually volunteering for causes meaningful to you.

We welcome—and actively support—employees to create or join the communities that are important to them.

Why join us in a Blacklane on the fast lane?

• Fair Pay & Shared Success → We provide good salaries and automatically enroll all employees in our Virtual Stock Options Plan (VSOP). Your shares vest over four years, with full transparency on their value growth through Ledgy.
• Blacklane Mystery Rides → As a valued contributor to our success and growth, we are pleased to offer you one complimentary ride per quarter to experience and evaluate our chauffeur services firsthand.
• Learning & Development at Blacklane → We value the person beyond the CV, which is why we are committed to your continuous growth—not just for the company’s success, but for your own professional development. We believe that when our employees stay ahead, so does Blacklane. That’s why you have free access to thousands of online courses on LinkedIn Learning, tailored to your career aspirations, along with a unique learning experience designed for those stepping into leadership roles.
• The way to your heart goes  through your stomach? → If so, we’ve got something special for you, in Berlin: our weekly homecooked, quality office lunches. Not only do they fuel your mind and body, but they also provide the perfect opportunity to connect with colleagues from all departments, fostering stronger bonds beyond your own division.
• Your Health, No Compromise → with Nilo Health & WHOOP
  We prioritize both your mental and physical well-being because a healthy team creates a thriving culture. That’s why we offer access to the Nilo Health platform for mental wellness and the WHOOP bracelet, after one year to support your fitness—available for you to use as you choose.
• Social responsibility → We Care: Learn more about Miracle flights and the meaningful impact behind our commitment to making a difference.
• Share your ideas with Blacklane’s C-Level → Our approachable C-Level team values your insights. Once a month, they host a consultation day where you’re invited to share your ideas, feedback, and constructive criticism—because your voice shapes our future.
• Thrive Together → Our Hybrid Office Culture: At Blacklane, we believe in the power of in-person collaboration and connection. That’s why we follow a hybrid, 3 office day focused approach. This supports both our fast-paced growth and the building of strong, engaged teams. We know everyone’s situation is unique, so our hybrid setup still allows for flexibility when needed. If you’re excited about contributing in a dynamic, people-driven environment and value both teamwork and personal accountability, we’d love to hear from you!

Do you have any questions or want to know more about our way of working? Feel free to contact us. We’re happy to connect!

We place great value on equal opportunities. Therefore, we welcome everyone to apply!

Curious to see us in action? Let’s go!

→ Watch us on Amazon Prime

→ Listen to our CEO in Startup insider episode #1643

→ Blacklane is backed by investors who share our vision: Mercedes-Benz Mobility, Tasaru, Sixt, the Al Fahim Group, Alstin Capital, RI Digital Ventures, and b2venture