About the Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. As a Service Team Lead you will be focused on empowering and investing in the continued success of our agents by providing resources and coaching that will build the next leaders of Uber.
In our Community Operations organization, the Service Quality, Risk, and Compliance team helps to monitor and check the quality for different modalities, with the goal of improving the customer experience delivered by agents across Uber's global support network.
Our Team Leads are focused on providing and receiving feedback, coaching and developing employees, as well as managing performance metrics.
What the Selected Candidate Will Do
- Manage team performance and drive results
- Lead, coach, mentor, and motivate employees
- Partner with Recruiting team on hiring
- Functional knowledge of are leading and act as a subject matter expert
- Address and resolve escalations
- Maintain stakeholder relationships
- Drive accountability on policies and other guidelines
- Support project work and improvements to processes
- Oversee audits or investigations and make recommendations to relevant clients
- Manage data and root cause analysis, recommending corrective and preventive measures
- Present trends, insights, defects, and improvements to business leaders at an audit level or in calibration meetings
Basic Requirements
- Exceptional written and verbal communication skills
- Results orientation skills
- Motivational skills
- Leadership, administrative and coaching skills
- Optimistic leadership
- Positive Can-Do Attitude
Preferred Qualifications
- Safety or Fraud Experience
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