Welcome to
Customer Care & Operations

Beverley, Jordan and Claudia are all part of the front-line team that handles incoming calls and emails from customers and drivers. They all bring the most important characteristics to the Blacklane table: fun loving, adapt easily and swiftly to new changes, and great communication skills. What else could you even ask for?!?

Mans is one of our trainers, and is responsible for ensuring that the entire Customer Care & Operations team has the relevant knowledge to help our customers and drivers throughout the day. Having worked in customer-centric roles for most of his professional career, he easily balances between striving for excellence and acting quickly in a fast-paced startup environment. His colleague in the training team, Paige, one of our most senior staff members, went to Las Vegas in early 2015 to collect our bronze Stevie Award. She represented the entire Blacklane CC & O team at this prestigious award ceremony in front of Customer Service and Sales experts from around the globe.

Yolanda and Ivy are here to support our Mandarin-speaking customers. They combine almost all of the skills we need, but in one small and highly effective team. They both have permanent smiles on their faces, and manage to infect the rest of the team with their humour and good mood on a daily basis. When our Mandarin-speaking customers aren’t keeping them occupied, they dive into the world of the Booking team to help out where they can.

Service Control is the operational heart of the Blacklane service, although you won’t reach these guys on the phone. As Wanja (left) succinctly explains, “We are the eyes and the ears of Blacklane for any and all bookings happening anywhere around the globe within the next 60 minutes, as well as tours that have just started.” They make sure the drivers are on the way to pickups at the expected place and time, and in the case of emergencies, such as traffic jams or car breakdowns, they’re the ones that do their very best to ensure customers are still picked up.

Another part of this team is Event Coordination. Marten (right) is heading up this relatively new team, and handles any requests for ground transportation for events such as trade shows, conferences, roadshows, film festivals or sporting events.

The Booking team is what would generally be called a back-office team, as they’re not usually in direct contact with customers or drivers. Their role, however, is as important as any other within CC & O, as they ensure that bookings from some of our larger customers are in the system and booked correctly. The Booking team is appreciated by the entire department, as they provide the required assistance to ensure that no customer is too large or small to use our services. Martina and Kaja are both on our booking team, and have incredible patience when it comes to dealing with the rest of us.

Driver Operations is the newest branch within the CC & O team. While one side supports our partners and drivers with immediate questions related to today’s bookings, the Driver Operations team supports our growing partner base with more long-term questions, such as training, using the Blacklane apps, and queries about Blacklane standards. The team is still small with Gosia, Karina and Mike (not shown), however it will probably double in size by the end of the year. The combination of the Driver Operations team, Service Control, as well as our English and Chinese team, allows us to know intuitively how every single one of our business districts works, and helps us to get to know our drivers on a first-name basis.

The Payment team is one of the newer areas of responsibility that CC & O has taken on, and Colette, Diana and Oliver are part of this group. Any billing problems that a customer encounters after their Blacklane service is provided is solved in a efficient manner that leaves the customer satisfied. They also provide support for customers in a pre-booking situation, when occasional credit card issues may occur. On top of that, they will soon be supporting our driver community with payment-related questions.