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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