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Customer Support Team Lead - Japanese Speaker

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Uber

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Location:
Malaysia , Kuala Lumpur

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

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.

Job Responsibility:

  • Manage team performance and drive results, guide adherence to policies
  • Lead, coach, mentor, and motivate employees
  • Partner with Recruiting team on hiring
  • 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
  • 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

Requirements:

  • Bilingual Proficiency: Business-level fluency in both Japanese and English (written and verbal)
  • Some experience in retail, hospitality, or customer service in-person or contact center environment
  • At least 2 years of people management experience
  • Basic project management skills
  • Proficiency in Google Suite

Additional Information:

Job Posted:
February 13, 2026

Work Type:
On-site work
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