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Customer Service Team Lead, Sao Paulo - Spanish Speaker

Community Operations, Global Community Operations in Sao Paulo, Brazil

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.

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

 

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

 

And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on new modalities, self-driving cars and even urban air transportation, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

What You'll Do

 

  • Lead, motivate, and develop high performing teams of Customer Support Representatives (CSRs) within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs)
  • Stay present and available for your team (~10-20 representatives); this includes covering the floor, answering questions, hosting weekly individual meetings, and providing real-time feedback
  • Coach CSRs and drive performance to serve our rider and driver communities
  • Audit your team's performance with weekly audits and coach towards progressive improvements; identify opportunities for additional training & development
  • Manage enforcement of policies, including attendance; create and distribute reports to COE management, provide Senior Leadership with daily snapshots of team's performance; escalate issues to Senior Leadership as necessary
  • Act as a Subject Matter Expert (SME). Identify trending issues head-on and guide Customer Support Representatives (CSRs) to do the same in their daily work
  • Interface and strong sense of integration with different areas such as quality, content and training
  • Synergy with other Team Leads in order to improve results and teams

 

What You'll Need

 

  • A minimum of 1 year of management experience is expected, but we will consider candidates with less experience if they meet our other requirements
  • Advanced Spanish language fluency (verbal and written).
  • Intermediate English (reads and understands)
  • Schedule availability.
  • Proven ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations
  • Motivational skills - your team depends on you to inspire them to reach their full potential
  • Leading by example - maintain a positive, can-do attitude and encourage others to do the same
  • Comfortable delivering feedback - you'll need to tune into CSRs' performance, give reinforcing feedback where necessary, and offer critical feedback for growth opportunities as they arise
  • Exceptional written and verbal communication skills in portuguese, english and spanish
  • 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

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.