About the Role
Lead, Motivate, and Develop High-Performing Teams of Customer Support Representatives (CSRs)
Foster a positive, productive and efficient environment, guiding a team of 10-20 CSRs to consistently meet operational Key Performance Indicators (KPIs) within a fast-paced enviroment.
Provide Active Leadership and Support
Remain accessible to your team, offering guidance, answering inquiries, and leading by example. This includes regular floor presence, hosting weekly one-on-one meetings, team meetings, and delivering real-time feedback to ensure continuous growth and success.
Drive Performance and Excellence in Customer Experience
Want more jobs like this?
Get jobs in Stockholm, Sweden delivered to your inbox every week.
Coach and mentor CSRs to enhance performance and maintain exceptional service standards, ensuring that the communities we serve receive the best possible experience.
Monitor and Improve Team Performance
Conduct weekly audits of individual and team performance, identifying areas for improvement. Provide targeted coaching and recognize opportunities for additional training and professional development.
Ensure Policy Adherence and Reporting
Oversee the enforcement of company policies, including attendance, and create detailed reports for COE management. Deliver daily performance summaries to Senior Leadership and escalate issues as needed to maintain operational effectiveness.
Serve as a Subject Matter Expert (SME)
Identify emerging trends and challenges, proactively addressing them with your team. Provide ongoing coaching to CSRs, empowering them to resolve issues and improve service delivery.
Collaborate Across Functions
Work closely with other departments such as Quality, Content, and Learning & Development to ensure alignment and enhance overall team performance.
Promote Cross-Team Synergy
Collaborate with fellow Team Leads to share best-practicies, insights, optimize results, and drive continuous improvement across teams within the organzation.
Basic Qualifications
Previous people management experience
Experience in a fast-paced customer service environment (minimum 1 year)
Proven ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations
Motivational skills - your team depends on you to inspire them to reach their full potential
Leading by example - maintain a positive, can-do attitude and encourage others to do the same
Comfortable delivering feedback - you'll need to tune into CSRs' performance, give reinforcing feedback where necessary, and offer critical feedback for growth opportunities as they arise
Exceptional written and verbal communication skills in Swedish & English(Proficiency in additional languages, particularly Nordic languages, is highly valued)
Optimistic leadership - you have an enthusiastic attitude and are passionate about making magic for our communities. You view every support interaction as a chance to impact our costumers and partners in a positive way
Preferred Qualifications
Strong understanding of internal KPIs that drive cost-efficient and high-quality support to the community
Excellent communication skills in both Swedish and English, with the ability to convey information clearly and concisely
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.