Customer Support Team Lead - Phoenix
2 days ago
Job description
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.
This is 40 hours/week that requires weekends and evenings. Some holiday, weekend, and evening work will be required.Our hours of operation: 8am-8pm, 7 days a week
You must reside in Phoenix, Arizona, USA to be considered for this position. This is a Hybrid position and onsite work is required.
What You Will Do
Duties include training, people management, conducting performance reviews and communicating metric achievements
Manage team performance and drive results, guide adherence to policies
Lead, coach, mentor, and motivate employees
Support Onboarding Initiatives
Lead improvements on support logic and processes
Address and resolve escalations or further escalate
Maintain stakeholder relationships
Drive accountability on policies and other guidelines
Execute root causes analysis action plans from escalations and agent's performance and present findings
Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
Complete administrative and HR related tasks for team
Handle customer escalations
Quickly address, solve, and track all customer support requests using a variety of tools
Solve problems and address unsatisfactory consumer experiences with ownership and service recovery.
Change course as priorities shift in real time.
Keep up to date with new challenges from our consumers, the changes that occur and product improvements from our internal teams.
Care about individual consumer experiences. Solve each issue individually but with the same quality, creativity, and thoughtfulness.Positive influencer and strong Uber culture advocate
Be willing to grow within your role by learning and trying new things and suggesting ways we can continue to improve the consumer experience.
Basic Qualifications:
Some experience in retail, hospitality, or customer service in-person or contact center environment
For Internals:
At least 1 year of informal leadership or SME experience
For Externals: 1 year of people management
Basic project management
Proficiency in Google Suite
Schedule flexibility for a 24/7 environment
Preferred Qualifications:
UIP SME Experience
Strong Stakeholder Management experience
At least 1 year of direct people management experience
Strong analytical skills in identifying trends in data and working on the same
Experience managing Google sheets and query builder would be an added advantage
Proven ability to meet deadlines and a high level of commitment towards deliverables
Self motivated and goal driven
Strong stakeholder management
Strong team management skills
For Internals:
No performance plans or disciplinary actions during the past year
In depth knowledge of Uber tools; experience working with consumers is a big plus
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$27.70 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link
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