About the Role
As a Senior Team Lead, your primary responsibility is to manage a team of investigation specialists who provide phone and email support to Uber customers and driver partners. You will play a crucial role in ensuring customer satisfaction, building trust, and fostering customer dedication.
We #BuildWithHeart and #SeeTheForestAndTheTrees by continuing to think about the big picture while keeping the customer focus at the center of everything we do.
Build, operate, scale and improve Community Operations with a heavy focus on solving problems through data analytics and leading teams to deliver stellar outcomes. Continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing stakeholder relationships across the larger business to set the right expectations and deliver on them.
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What You'll Do:
- Team Management: As a Senior Team Lead, you will be responsible for managing a team of program specialists. This includes providing guidance, support, and mentoring to the team members, assigning tasks, and ensuring the team's overall performance and productivity
- Escalation Management: As the Senior Team Lead, you will handle escalated cases or issues that require higher-level attention or decision-making. This includes resolving complex customer concerns, addressing challenging situations, and making critical decisions to ensure customer satisfaction
- Communication and Collaboration: You will liaise between the program specialists and the leadership team. This includes communicating important updates, and changes in processes, and sharing insights or recommendations to facilitate effective collaboration and alignment between the team and the organization's goals
- Process Improvement: You will streamline and improve the team's processes. This involves identifying areas for improvement, implementing best practices, and optimizing workflows to enhance efficiency and effectiveness
- Performance Monitoring: It is your responsibility to monitor the performance of the program specialists and provide regular feedback and coaching to help them improve their skills and meet their target metrics. This includes conducting performance evaluations and setting performance goals for individual team members
- Quality Assurance: You will be in charge of ensuring the quality of the team's work. This involves reviewing case documentation, analyzing information, and providing recommendations to the program specialists to ensure accuracy, consistency, and adherence to guidelines and standards
- Reporting and Analysis: You will be responsible for generating reports and analyzing data related to the team's performance and customer feedback. This involves tracking key performance metrics, identifying trends and patterns, and providing insights to the leadership team to drive continuous improvement
Work Schedule:
- Working days: 5 days a week (including weekends and/or public holidays) with 2 days fixed week off
The Experience You'll Bring:
- Excellent Communication Skills: Strong written and verbal communication skills are essential for effective team leadership and interaction with customers, stakeholders, and the Leadership Team.
- Candidates should be able to communicate optimally in English
- Must have a minimum experience of 1-2 years in a relevant role, such as customer support or team management
- Customer-Obsessed Mindset: A passion for delivering exceptional customer experiences and building strong customer relationships is crucial. The ability to empathize, understand customer needs, and find appropriate solutions is highly valued.
- Problem-Solving Abilities: As a Senior Team Lead, you should have a solid problem-solving mindset and the ability to find innovative solutions to complex customer issues. Your focus should be on putting the customer first and ensuring their satisfaction.
- Analytical Skills: Strong analytical skills are necessary to analyze data, identify trends, and derive meaningful insights. This will enable you to make informed decisions, provide recommendations, and contribute to continuous improvement efforts.
- Leadership and Team Management: You should possess strong leadership skills and the ability to manage and motivate a team. Experience in guiding, coaching, and mentoring team members is a plus.
- Process Compliance: A sound understanding of processes and the ability to balance process compliance with providing personalized customer support is essential. Ensuring the team follows guidelines and standards is crucial for maintaining consistency and quality.
- Adaptable and Proactive: Being flexible and proactive in a fast-paced and dynamic environment is advantageous. Willingness to take on new challenges, learn quickly, and contribute to ad hoc tasks or projects is highly valued.
Preferred Qualifications:
- Able to establish trust and effective working collaborations
- Ability to leverage multiple resources to advise and support critical decisions
- Stable internet connection at home
- Working space at home to make sensitive and confidential calls
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.