Customer Support Team Lead - Consumer Elite

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 https://jobs.uber.com/en/benefits.