Service Team Lead I

Who you are

You have a strong background in customer operations and are passionate about empowering teams. With experience in managing performance metrics, you understand the importance of coaching and mentoring employees to build the next leaders at Uber. You excel in providing feedback and fostering a collaborative environment where agents can thrive. Your ability to address escalations and maintain stakeholder relationships is key to ensuring a high-quality customer experience. You are proactive in driving accountability on policies and guidelines, and you have a functional knowledge of the operations involved in community support.

What you'll do

As a Service Team Lead I at Uber, you will manage team performance and drive results by leading, coaching, and mentoring your employees. You will partner with the recruiting team to hire new talent and act as a subject matter expert in your area. Your role will involve addressing and resolving escalations, maintaining stakeholder relationships, and driving accountability on policies and guidelines. You will support project work and improvements to processes, oversee audits or investigations, and make recommendations to relevant clients. Additionally, you will manage data and conduct root cause analysis, recommending corrective and preventive measures to enhance service quality. Presenting trends, insights, defects, and improvements to business leaders will also be a key part of your responsibilities.

What we offer

At Uber, we offer a dynamic work environment where you can make a significant impact on our community operations. You will have the opportunity to develop your leadership skills while working alongside a dedicated team. We value diversity and encourage you to apply even if your experience doesn't match every requirement. Join us in our mission to deliver world-class customer support and help shape the future of transportation and delivery services.