Team Lead Support Quality

**About the Role**:
At Blacklane, delivering consistent and premium support to both guests and chauffeurs is essential to our promise of a stress-free travel experience. As Team Lead - Support Quality, you will lead our efforts to uphold and continuously elevate support quality through both strategic innovation and operational excellence, particularly across our outsourced BPO network.

You will manage a team of Quality Specialists who audit and analyze the performance of our support agents. Together, you will design and implement scalable quality frameworks, drive initiatives that raise internal quality scores, enhance the guest and chauffeur experience, and ensure our support partners consistently reflect Blacklane's tone of voice, attention to detail, and commitment to excellence.

This is a people leadership role with high strategic ownership, designed for someone who can zoom out to shape the long-term quality vision and zoom in to drive hands-on improvements — always with a mindset of quality-first, data-driven decision-making, and cross-functional collaboration.

**Your Impact and Responsibilities**:
**At Blacklane, we measure success by the meaningful change that each team member creates.**
**In this role, you'll**:

- Lead, mentor, and grow a high-performing team of Quality Specialists responsible for evaluating BPO and internal support interactions.
- Define and drive the long-term quality strategy by identifying improvement opportunities, piloting new initiatives, and proactively shaping frameworks, tools, and processes that elevate support quality across all touchpoints.
- Own and drive quality-related KPIs such as Internal Quality Score (IQS), share of rated tickets, CSAT, and first contact resolution, ensuring continuous improvement.
- Oversee the quality assurance process, including rubric design, audit calibration, and consistent evaluation practices across support teams.
- Manage and continuously improve Blacklane's QA tooling (e.g., Klaus) - from configuration to reporting and stakeholder enablement.
- Monitor and report on the qualitative performance of BPO partners and ensure quality targets and SLAs are met or exceeded.
- Align directly with BPO vendor management on coaching, retraining, and improvement plans based on audit findings and satisfaction trends.
- Collaborate cross-functionally with teams like Support Enablement, Training, Knowledge Management, WFM, and Product to ensure end-to-end quality.
- Design and own the Quality Guide, QA principles, and process documentation to support agent performance and vendor alignment.
- Advocate for guest and chauffeur-centric improvements by turning insights from audits and data trends into actionable process or product changes.
- Contribute to the design of incentive programs that reward quality, service excellence, and agent development at vendor sites.
- Maintain oversight on relevant operational topics, ensuring quality considerations are embedded into support workflows, tools, and structures.

**About you**:
**You'll thrive in this role if**:

- You bring 4+ years of experience in Quality Assurance, Support Operations, or Vendor Management — ideally within a BPO-heavy environment.
- You have 1-2 years of people leadership experience and feel confident coaching, mentoring, and developing others.
- You have a solid grasp of QA methodologies, audit scoring, and tools like Klaus (or similar platforms).
- You're a strategic thinker who also enjoys getting hands-on — from shaping frameworks to reviewing individual audits.
- You're comfortable with data, and you can interpret QA, CSAT, and NPS metrics to inform meaningful improvements.
- You're an influential communicator who collaborates well with vendors and cross-functional teams, and you're not afraid to challenge the status quo to raise the bar. You care deeply about support quality and have a sharp eye for what makes an excellent guest and chauffeur experience.

**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.
- **People of Color Resource Group** - To celebrate, empower, and amplify the contributions of POC, both past and present, while fostering a culture of inclu