Service Team Lead

About the Role

The Team Lead role is one that requires strong subject matter expertise, an eye for continuous process improvement, and strong people management skills. In addition to providing coaching, mentoring, and performance management to the team each week, the person in this role is also responsible for ensuring the team meets their goals and is the main POC when COE QA questions arise.

This role will have a heavy focus on leading people and continuous process improvement. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally driven individuals.

What you will do?

• Lead, motivate, and develop high performing teams of auditors within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs)
• Stay present and available for your team; this includes covering the floor, answering questions, and providing real-time feedback
• Coach auditors and drive performance to provide high-quality results and feedback for customer support agents; identify opportunities for additional training & development
• Create and distribute reports to QA and COE management; escalate issues to Senior Leadership as necessary
• Will own and develop initiatives for continuous improvement
• Identify trending issues head-on and guide auditors to do the same in their daily work
• Maintain communication and attend sessions with stakeholders (LoBManagers, Program Managers). They will not be owners of the relationship, but must be capable of productive interactions.

Basic Qualifications

• Proven ability to lead effectively, develop people to their highest levels of performance, and guide through challenging situations
• Leading by example - maintain a positive, can-do attitude and encourage others to do the same
• Comfortable delivering tough feedback - you’ll need to tune into auditor’s’ performance, give reinforcing feedback where necessary, and offer critical feedback for growth opportunities as they arise
• Analytical mindset - ability to dive into data to define areas for improvement
• Exceptional written and verbal communication skills
• Optimistic leadership - you have an enthusiastic attitude and are passionate about making magic for our communities. You view every support interaction as a chance to impact our riders and driver-partners in a positive way

Preferred Qualifications

• Bachelor's degree or college experience preferred.
• 1-2 years of leadership experience in customer support or operations & Insights department.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.