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.
• Design and lead the BPO agent selection and onboarding process to ensure only high-quality candidates are hired; define agent profiles, create quality-focused onboarding standards, and support hiring calibration with vendor partners.
• 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 inclusivity, equity, and allyship at Blacklane.
• 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