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COE Team Lead I - Restaurant Advanced Support

Support Operations, Community Operations
in Mabalacat, Philippines

ABOUT UBER

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 10,000 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

You will lead your team in solving complex issues for our Restaurant Partners.

You will guide and mentor your agents to be successful in their roles. You will build action plans for those who experience challenges in their performance to ensure that no one gets left behind.

You will help improve your LOB by being an effective thought partner to our colleagues. You will make recommendations based on data and performance trends to optimize your line of business and ultimately contribute to the success of the program you support.

We are continuously evolving our business. As part of this growth, we need super-pumped individuals who are customer-obsessed, determined to do what is right and can get ahead in a dynamic work environment.

WHAT YOU'LL DO:

As a Team Lead, you will be responsible in the overall management and leadership of a team. You are expected to:

Lead performance and get results: You will analyze, strategize, implement action items and empower your team to meet and exceed targets on quality, efficiency/productivity, customer, and costs, if applicable. You will also collaborate with other internal or external support teams critical to delivering results.

Lead, coach, mentor, and empower people: As a leader, you will coach your team members, develop your own people, guide them and work with them to achieve their full potential. Lead by example, resolve the toughest of issues from customers and ensure that your team constantly performs at a high level.

Build and maintain partner relationships: You will interact and collaborate with teams from the different regions and cities we support, constantly improving our level of service to customers through exceeding agreed service levels.

Drive accountability on policies, house rules, and other guidelines: You will reinforce compliance to company policies such as house rules, attendance policy, and PIP guidelines. You will ensure that you and your span do the right thing each time.

Lead improvements on support logic and processes: You will review, handle and proactively suggest improvements to current policies and processes to ultimately win our employees, customers and partners over.

BASIC QUALIFICATIONS

  • Bachelor's degree
  • At least 2 years of Team Leadership experience (external candidates) or at least
  • 1 year tenure for internal candidates
  • High proficiency with Google Suite and can quickly learn to use new software/apps
  • Effective coaching skills that encourage and drive agents to reach their goals
  • 5 years total work experience in high-growth, productive, constantly-changing environments
  • Experience in other customer-centric industries (ex. Hotels, airlines, F&B, etc.)
  • Background in sales, customer loyalty or retention is preferred
  • Extensive experience dealing with different markets (countries) and excellent understanding of cultural differences

FOR INTERNAL CANDIDATES:

  • No active Disciplinary Action or Performance Improvement Plan
  • Excellent attendance record (Above 95% average for the past 6 months)
  • Outstanding performance record (top quartile of agent LOB scores for at least 3 months)

LANGUAGE SKILLS
Exceptional spoken and written English.

SHIFT SCHEDULE
Willing to work in shifts (rotating day/night shifts, rotating weekend offs -- total working hours will be 40 hours a week, 5 days, 8 working hours each day)

WHAT YOU'LL NEED

Hustle: Uber moves fast, and runs lean. You're flexible, confident, and never satisfied with the status quo. You have no problem stepping on other people's toes if it means pushing for the right idea that will help build awesome experiences for our users across the globe

Ownership: You get things done. Passionate, driven and confident, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You don't wait around for other people to tell you what to do and have the initiative to solve problems on your own.

Leadership: You're an enthusiastic people manager that can coach and guide your own team to deliver extraordinary support day in and day out. There will be tough problems to solve but your team should feel ready and prepared to address anything that comes their way.

Service Orientation: As the voice of Uber to thousands of users, you'll use this opportunity to make evangelists out of our toughest haters. Your efforts will create more reasons for people to use Uber and to continue to trust us to get them where they need to go.

Excellent Communication Skills: The ability to speak, read, and write fluently in English is critical as you act as the voice of Uber to thousands of our users and communicate your ideas to internal stakeholders

OTHER QUALIFICATIONS:

  • Intermediate Level in Google Sheets
  • Experience in Data Analysis and Data Visualization

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 10,000 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.


See our Candidate Privacy Statement>

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, Veteran Status, or any other characteristic protected by law.