CrawlJobs Logo

Customer Support Team Lead, Internal Escalations (Messaging)

uber.com Logo

Uber

Location Icon

Location:
United States , Chicago

Category Icon
Category:
Customer Service

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

30.80 USD / Hour
Save Job
Save Icon
Apply Position

Job Description:

Customer Support Team Leads are skilled people leaders with a dedication to drive continuous process improvement. They directly manage and motivate 10–15 Customer Support Specialists responsible for providing the highest quality care in the smartest, most efficient way possible. Customer Support teams are at the forefront of our business, answering our community’s questions and tending to their needs!

Job Responsibility:

  • Directly lead, motivate, and develop Customer Support Specialists to deliver on operational KPIs
  • Offer guidance and support to your team by being present and approachable on the floor, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback
  • Audit your team’s performance through ongoing analysis and use insights to highlight opportunities for improvement, additional training, or further review
  • Ensure team compliance with company policies
  • Create and distribute performance reports to management, senior leadership, and other stakeholders
  • Act as a Subject Matter Expert (SME)—identify trending issues and guide Customer Support Specialists do the same in their daily work

Requirements:

  • Supervisory or leadership experience
  • Demonstrated ability to set team goals, drive accountability, develop talent, and stay calm through challenging situations
  • Maintain a positive, can-do demeanor and encourage others to do the same
  • Excellent written and verbal communication skills
  • Excellent interpersonal skills
  • Strong time-management and organizational habits
  • Willingness to work weekends, occasional holidays, and outside a standard 8 to 5 shift schedule

Nice to have:

  • Experience managing people in customer support or the service industry, or other high-volume production environments
  • Bachelor’s in Business, Communications, English, or Journalism
What we offer:
  • Eligible to participate in Uber's bonus program
  • Eligible for various benefits

Additional Information:

Job Posted:
January 28, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Icon
Uber - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Customer Support Team Lead, Internal Escalations (Messaging)

Security Customer Experience Engineer II

The mission of the Microsoft Security organization—to make the world a safer pla...
Location
Location
United States , Redmond
Salary
Salary:
100600.00 - 199000.00 USD / Year
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 2+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management OR equivalent experience
  • Bachelor's Degree AND 5+ years’ experience in product/service/project/program management or software development OR equivalent experience
  • Understands basic cloud architectures, email security concepts, and technologies as they relate to Microsoft Defender for Office 365 (MDO) or similar email/collaboration security platforms
  • Familiar with email protocols (SMTP, DNS/MX, SPF, DKIM, DMARC), mail flow architecture, and web technologies relevant to Exchange Online and Microsoft 365 collaboration security
  • Has hands-on experience with setup and configuration of Microsoft Defender for Office 365 policies (Safe Attachments, Safe Links, Anti-Phishing, Anti-Spam, Anti-Malware) or similar email security technologies
  • Exposed to integration of Microsoft Defender for Office 365 with Microsoft Defender XDR, and familiar with Security Copilot capabilities in the context of email threat investigation and response
  • Experienced in basic onboarding and configuration of Microsoft Defender for Office 365 protection policies and threat investigation workflows
  • Familiar with configuring mail flow rules, quarantine policies, tenant allow/block lists, and integration with Exchange Online Protection (EOP)
  • Has worked with both preset security policies and custom policy configurations within Defender for Office 365, including attack simulation training
  • Can collect and review email threat telemetry, message trace logs, and threat investigation data within Microsoft Defender for Office 365 and the Microsoft Defender portal
Job Responsibility
Job Responsibility
  • Leverage engineering tools, customer telemetry, and direct customer feedback to identify product defects, usage issues, misconfigurations, and emerging signals
  • Resolve highly complex, mission critical technical issues in a 24x7x365 operational environment
  • Independently track and manage customer incidents, engaging customers and partners to understand issues, provide status updates, and communicate progress and next steps
  • Investigate and troubleshoot issues using advanced diagnostics with minimal guidance
  • Gather and synthesize customer and partner feedback to identify feature gaps, knowledge gaps, configuration issues, and key performance indicators (KPIs)
  • Design, implement, or contribute to new features, tools, and automation to improve product quality and customer outcomes
  • Share best practices and technical guidance through multiple forums to help customers and partners remain current
  • Identify opportunities to improve troubleshooting content and drive automation of complex solutions
  • Proactively pursue professional development opportunities across product areas and business processes (e.g., mentoring, shadowing, training) to strengthen technical depth and impact
  • Conduct proactive health checks to ensure customer environments are optimized and deployment ready
  • Fulltime
Read More
Arrow Right

Senior Director – Warehouse Automation

This role leads a team of software, controls and business intelligence engineers...
Location
Location
Salary
Salary:
Not provided
cencora.com Logo
Cencora
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Training in fields such as project management, business administration, accounting, computer sciences, engineering or similar vocations obtained through completion of a four-year bachelor’s degree program (Master’s degree preferred)
  • A minimum of ten (10) years directly related and progressively responsible experience leading projects and teams, trouble-shooting, designing, building, testing and deploying software/system/hardware/equipment solutions.
  • Previous experience with Warehouse Material Handling and Automation Systems
  • Working experience with Manhattan warehouse management systems including Material Handling System interface development and troubleshooting
  • Demonstrated strong issue resolution, analytical and problem-solving skills, including debugging WMS, MHE, vendor code and messaging
  • Demonstrated strong software & PLC controls testing management in a highly automated material handling environment
  • Ability to write and review functional and technical specifications for automated material handling systems
  • Demonstrated ability to quickly resolve time-sensitive issues, including deriving short-term solutions and long-term solutions to meet the business needs for multiple business units on new and existing automated systems
  • Ability to multi-task several initiatives, production issues, etc. while meeting committed development delivery dates and managing others as required
  • Strong written and verbal communication skills
Job Responsibility
Job Responsibility
  • Leads and manages the team including performance management, coaching, and escalation of heightened systems issues
  • Assists and supports company with support of new and existing warehouse automation systems (including but not limited to conveyor, sortation, automated picking, automated packing, etc.)
  • Leads corporate and/or division MHE enhancement projects with evaluations, cost saving initiatives, estimates, budget tracking, purchase order management, designs, implementations plans, coding, messaging, MHE Vendor Support, testing, training, documentation, delivery / deployment for project software/systems/hardware/equipment and project close out
  • Supports local distribution operations and maintenance leadership teams with superior internal customer service by driving automation projects and support objectives including timely execution, high-quality standards, on-budget implementation and effective performance management by collaborating with all project contributors and stakeholders
  • Identifies, evaluates, recommends and implements new software or tools to enable higher utilization and efficiency of the automated material handling systems
  • Acts as enterprise leader in the search, identification, justification, design, implementation and execution of new warehouse automation solutions that will provide tangible operational benefit
  • Monitors and manages end of life for MHE network, software and controls equipment and systems
  • Establishes, documents, communicates and deploys MHE solution providers technical configuration standards for project software, systems and hardware
  • Has key MHE system contact responsibilities with IT, warehouse systems team, maintenance leadership, division personnel, project teams and vendor accounts
  • Leads and promotes change management processes
  • Fulltime
Read More
Arrow Right

Senior Director - Warehouse Automation

This role leads a team of software, controls and business intelligence engineers...
Location
Location
Lithuania , Vilnius
Salary
Salary:
11109.92 - 15871.34 EUR / Month
cencora.com Logo
Cencora
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Training in fields such as project management, business administration, accounting, computer sciences, engineering or similar vocations obtained through completion of a four-year bachelor’s degree program (Master’s degree preferred)
  • A minimum of ten (10) years directly related and progressively responsible experience leading projects and teams, trouble-shooting, designing, building, testing and deploying software/system/hardware/equipment solutions.
  • Previous experience with Warehouse Material Handling and Automation Systems
  • Working experience with Manhattan warehouse management systems including Material Handling System interface development and troubleshooting
  • Demonstrated strong issue resolution, analytical and problem-solving skills, including debugging WMS, MHE, vendor code and messaging
  • Demonstrated strong software & PLC controls testing management in a highly automated material handling environment
  • Ability to write and review functional and technical specifications for automated material handling systems
  • Demonstrated ability to quickly resolve time-sensitive issues, including deriving short-term solutions and long-term solutions to meet the business needs for multiple business units on new and existing automated systems
  • Ability to multi-task several initiatives, production issues, etc. while meeting committed development delivery dates and managing others as required
  • Strong written and verbal communication skills
Job Responsibility
Job Responsibility
  • Leads and manages the team including performance management, coaching, and escalation of heightened systems issues
  • Assists and supports company with support of new and existing warehouse automation systems (including but not limited to conveyor, sortation, automated picking, automated packing, etc.)
  • Leads corporate and/or division MHE enhancement projects with evaluations, cost saving initiatives, estimates, budget tracking, purchase order management, designs, implementations plans, coding, messaging, MHE Vendor Support, testing, training, documentation, delivery / deployment for project software/systems/hardware/equipment and project close out
  • Supports local distribution operations and maintenance leadership teams with superior internal customer service by driving automation projects and support objectives including timely execution, high-quality standards, on-budget implementation and effective performance management by collaborating with all project contributors and stakeholders
  • Identifies, evaluates, recommends and implements new software or tools to enable higher utilization and efficiency of the automated material handling systems
  • Acts as enterprise leader in the search, identification, justification, design, implementation and execution of new warehouse automation solutions that will provide tangible operational benefit
  • Monitors and manages end of life for MHE network, software and controls equipment and systems
  • Establishes, documents, communicates and deploys MHE solution providers technical configuration standards for project software, systems and hardware
  • Has key MHE system contact responsibilities with IT, warehouse systems team, maintenance leadership, division personnel, project teams and vendor accounts
  • Leads and promotes change management processes
What we offer
What we offer
  • competitive annual bonus
  • life insurance from Day 1
  • best-in-class health insurance package
  • up to 6 fully paid benefit days a year
  • referral bonus scheme
  • boundless learning opportunities
  • global Employee Assistance Program
  • wonderful office location in Quadrum
  • fresh snacks at all times
  • Fulltime
Read More
Arrow Right

Technical Support Specialist II

PagerDuty is looking for Technical Support professionals with 2 to 5 years of ex...
Location
Location
Chile , Santiago
Salary
Salary:
Not provided
https://www.pagerduty.com Logo
PagerDuty
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Know basic concepts of REST API, ideally having worked with Postman
  • Basic understanding of cloud computing platforms (AWS, GCloud, ServiceNow, Azure)
  • Understanding of automation workflows, monitoring, and scripting tools used in enterprise operations
  • Understanding of authentication and security processes
  • Knowledge of enterprise communication implementations (slack, ms teams, etc)
  • Experience resolving customer issues using multiple tools, including ticketing solutions (such as Salesforce, Jira) and phone, chat and email
  • Hands-on product technical support experience with Enterprise Software and SaaS solutions
  • All communications internally and to our customers are in English. Proficient command of spoken and written English is required
  • with 2 to 5 years of experience in the above mentioned functions
Job Responsibility
Job Responsibility
  • Provide excellent customer service and product support to PagerDuty customers
  • Take all first-line calls from customers and identify, classify, and troubleshoot issues reported
  • Successfully resolve customer emails and phone requests through the use of varied ticketing, content, and task management tools
  • Identify the root cause, understand customers' needs, and set expectations accordingly
  • Escalate issues that require involvement from Support Engineers, Product Engineers, paor Subject Matter Experts
  • Improve our official support documentation by adding to our processes, how-tos, guidelines, and documentation with your own suggestions
  • Perform administrative tasks required within the Support Delivery area (reporting of hours, preparation of effort estimates, etc.)
  • Attend and actively participate in the activities and meetings of your work team, providing feedback that promotes continuous improvement
  • Lead tickets from high-priority customers on an on-call basis
  • Provide solutions to Enterprise customer's issues through support cases and screen-sharing meetings
What we offer
What we offer
  • Competitive salary
  • Comprehensive benefits package from day one
  • Flexible work arrangements
  • Company equity
  • ESPP (Employee Stock Purchase Program)
  • Retirement or pension plan
  • Generous paid vacation time
  • Paid holidays and sick leave
  • Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
  • Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)
  • Fulltime
Read More
Arrow Right

Field Support Engineer

Field Support Engineer role at Hewlett Packard Enterprise focusing on applying t...
Location
Location
China , Beijing
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree preferred or Associate degree holder (technical field) with 5-8 years working experience in related fields desired
  • Broad knowledge of company products and services offerings
  • Basic knowledge of corporate organization, job, and policies
  • Comprehensive business, technical, or functional knowledge
  • Well versed in core technical competencies (OS, networking, core company applications)
  • Communicate effectively and tactfully to technical level, first- and middle-level management within an organization
  • Active listening skills and ability to adjust messages to audience level
  • Problem-solving skills (proactive, reactive and creative)
  • Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions
  • Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation
Job Responsibility
Job Responsibility
  • Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity
  • Integrate technical knowledge and business understanding to create solutions for customers
  • Resolve most technical incidents independently within your technical area
  • Work with team members to resolve more complex or cross-technology incidents
  • Identify potential escalations and alert management proactively
  • Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility
  • Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility
  • Balance internal needs with customer needs within defined parameters
  • May identify additional services that could lead to future service revenue growth
  • May provide technical consulting during contract renewal discussions
What we offer
What we offer
  • Health & Wellbeing benefits
  • Personal & Professional Development programs
  • Unconditional Inclusion policy
  • Comprehensive suite of benefits supporting physical, financial and emotional wellbeing
  • Fulltime
Read More
Arrow Right

Account Support Specialist

This role has been designed as ‘Onsite’ with an expectation that you will primar...
Location
Location
China , Beijing
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree preferred or Associate degree holder (technical field) with 4-6 years working experience in related fields desired
  • Broad knowledge of company products and services offerings
  • Basic knowledge of corporate organization, job, and policies
  • Comprehensive business, technical, or functional knowledge
  • Well versed in core technical competencies (OS, networking, core company applications)
  • Communicate effectively and tactfully to technical level, first- and middle-level management within an organization
  • Active listening skills and ability to adjust messages to audience level
  • Problem-solving skills (proactive, reactive and creative)
  • Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions
  • Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation
Job Responsibility
Job Responsibility
  • Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity
  • Integrate technical knowledge and business understanding to create solutions for customers
  • Resolve most technical incidents independently within your technical area
  • Work with team members to resolve more complex or cross-technology incidents
  • Identify potential escalations and alert management proactively
  • Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility
  • Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility
  • Balance internal needs with customer needs within defined parameters
  • May identify additional services that could lead to future service revenue growth
  • May provide technical consulting during contract renewal discussions
What we offer
What we offer
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
  • Fulltime
Read More
Arrow Right

Field Support Engineer

This role has been designed as ‘Onsite’ with an expectation that you will primar...
Location
Location
China , Shanghai
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree preferred or Associate degree holder (technical field) with 4-6 years working experience in related fields desired
  • Broad knowledge of company products and services offerings
  • Basic knowledge of corporate organization, job, and policies
  • Comprehensive business, technical, or functional knowledge
  • Well versed in core technical competencies (OS, networking, core company applications)
  • Communicate effectively and tactfully to technical level, first- and middle-level management within an organization
  • Active listening skills and ability to adjust messages to audience level
  • Problem-solving skills (proactive, reactive and creative)
  • Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions
  • Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation
Job Responsibility
Job Responsibility
  • Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity
  • Integrate technical knowledge and business understanding to create solutions for customers
  • Resolve most technical incidents independently within your technical area
  • Work with team members to resolve more complex or cross-technology incidents
  • Identify potential escalations and alert management proactively
  • Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility
  • Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility
  • Balance internal needs with customer needs within defined parameters
  • May identify additional services that could lead to future service revenue growth
  • May provide technical consulting during contract renewal discussions
What we offer
What we offer
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
  • Fulltime
Read More
Arrow Right

Application System Analyst Lead - Converge Revenue Cycle

The Information Services Lead is responsible for leading and coordinating the ef...
Location
Location
United States , Irving
Salary
Salary:
Not provided
christushealth.org Logo
CHRISTUS Health
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Associates or Bachelor’s degree preferred with a focus in healthcare, business, or information systems
  • Ability to present complex data in meaningful method, i.e., charts, graphs
  • Ability to adjust to and implement change
  • Problem Solving skills
  • Multitasking skills
  • Work as a team member
  • Proficient in Microsoft applications including Word, Excel, and PowerPoint
  • Excellent customer service skills
  • Highly effective written and verbal communication and interpersonal skills to establish working relationships that foster optimal quality teamwork and education
  • Strong organizational skills in managing multiple priorities
Job Responsibility
Job Responsibility
  • Acts as primary representation in phases of implementation including build, configuration, testing, go-live support, and optimization
  • Serves as escalation for the focus area in the support and optimization of team activities
  • Demonstrates leadership for team to consistently provide strong, high-quality outcomes to end users and stakeholders
  • Ensures team members adhere to quality standards
  • Demonstrates an expert level of application understanding, and applies expertise to help meet customer goals and outcomes and set standards
  • Able to influence operational and clinical project outcomes
  • Coaches team members to tackle new problems using experimentation, including successes and failure experiences
  • Inspire creative problem solving beyond standard recommendations and practice
  • Applies expert level understanding of assigned clinical/business operations, processes, and workflows
  • and accurately documents, discusses, and identifies dependencies with project team members and stakeholders
  • Fulltime
Read More
Arrow Right