Team Lead, Escalations Support
About The Role The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber’s Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. Our Team Leads are focused on empowering and investing in the continued success of our agents by providing resources and coaching that will build the next wave of leaders at Uber. Team Leads provide and receive feedback, coach and develop employees, as well as manage teams to ensure our customers are well taken care of while managing the team’s performance metrics.
What The Candidate Will Do
- Partner with leadership team within the CoE to make local decisions related to operationalizing policies and execute end to end
- Maintain stakeholder relationships
- Manage other people leaders
- Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
Basic Qualifications
- Some experience in retail, hospitality, or customer service in-person or contact center environment
- At least 2 years of people management experience
Preferred Qualifications
- Ability to track metrics, identify trends, and present insights to management
- Act as a coach to your direct reports. Be able to explain complex processes clearly and provide constructive feedback in a supportive way
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$31.50 per hour. You will be eligible to participate in Uber’s bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits., For Chicago, IL-based roles: The base hourly rate amount for this role is USD$31.50 per hour. You will be eligible to participate in Uber’s bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.