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Customer Support Manager

Community Operations, Global Community Operations in Chicago, IL

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

 

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.

About the Role

 

Community Operations is pioneering how Uber manages rider and driver partner support around the globe and we’re looking for a Customer Support Manager (you!), or Community Operations Manager as it’s known at Uber, to develop and lead various support efforts within our Center of Excellence (COE).  

 

This will be a managerial role with a heavy focus on people management 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'll Do

 

  • Lead, motivate, and develop high performing teams within a time-sensitive and demanding environment to deliver on operational KPIs
  • Set up career development plans, guide Team Leads, and develop them into awesome people managers You will be managing up to 5 Team Leads, who will each be managing up to 10 team members. These team members are at the forefront of our business, answering our community’s questions and tending to their needs
  • Work cross-functionally with various supporting teams (such as Quality Assurance, Training, Site Analytics) to ensure your teams are delivering exceptional customer experiences and meeting service level requirements
  • Analyze the performance of your teams and provide constructive feedback to Team Leads on a consistent basis
  • Be a Subject-Matter Expert (SME) on your team’s processes and policies
  • Responsible for identifying trends within your team’s’ performance as well as overall support trends
  • Encourage continuous process improvement to deliver a excellent experience every time, all the time

 

 

 

What You'll Need

 

  • Minimum 3 years of working experience in a high-volume and fast-paced service-industry or customer support environment including minimum 2 years of leading large teams
  • Willingness to work weekends and occasional holidays, in an operational 24/7 environment
  • Demonstrated ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations
  • Exceptional written and verbal communication skills
  • Self motivated with a deep affinity for problem solving, always challenging the status quo and never settling for how something ‘has always been done’
  • Always willing to roll up your sleeves and take on something hands-on
  • Optimistic leadership: You have an enthusiastic attitude and are passionate about making magic for our Community. You view every support interaction as a chance to impact our riders and driver partners in a positive way

 

 

 

Bonus Points if

 

  • Experience in service-industry, customer support, manufacturing or distribution in a high-volume environment

 

 

 

About the Team

Uber COEs are contact management centers dedicated to providing world-class customer support to riders and drivers.  Uber relies on the COEs to provide support for our community’s toughest issues types, handle escalations from our tens of thousands of business processing outsourcing (BPO) agents, and provide an environment to pilot support for new products or test new support modalities or processes.

 


See our Candidate Privacy Statement

At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.