COE Team Lead I

About the Role

The Social Operations Response Team is responsible for handling customer and partner concerns across India, Bangladesh, and Sri Lanka regions with utmost elan and efficiency through popular social media platforms such as Twitter, Facebook, Instagram, etc while also supporting them via emails and phone calls. The team works closely with the IRT, the ECR, and the Governance teams to help users who approach us through social media channels.

What the Candidate Will Need / Bonus Points

---- What the Candidate Will Do --—

An ideal candidate for SoRT Team Leader should have prior experience managing a team in a constantly evolving environment with an understanding of basic customer support principles

• People Management
• Should be a strong team collaborator and a hustler
• Should be capable of managing a team of 15-20 social media specialists
• Should have the ability to coach and mentor their specialists in accordance with the set performance KPIs and metrics
• Be respectful towards everyone’s opinions, and thoughts and understand concerns to the root cause in order to derive solutions
• Motivate the team members to bring out the best in them regularly
• Should possess excellent interpersonal skills to conduct regular 1:1 sessions with specialists to discuss their performance, set the right goals and help build their career by setting up personal development plans
• Always take ownership of LoB’s deliverables and tasks and be open to constructive feedback
• Create an environment for their specialists to easily reach out and provide open feedback
• Process Management
• Work with senior leadership and partners on process improvements
• Should bear responsibility for their team’s metrics (SLA, TPH & CSAT)
• Must be able to create content (responses, process documents and presentations) for social media support and engagement
• Partner Management
• Should be ready to take up projects related to process optimization, improvement as per partner and business requirements
• Maintain regular contact with partners and cultivate relationships
• Should always keep partners updated on any tool issues/bugs/outages occurring in the LoB for immediate action and support

---- Basic Qualifications --—

A minimum of 1+ years experience in operations roles is required

Should ensure strong performance across all efficiency and quality KPIs for their team

Should have expertise in providing mentoring to new hires and monitoring their onboarding sessions

Should understand LoB metrics to the core and help develop them on a regular basis

Should have an analytical bent of mind to identify trends in data and work on the same

An in-depth understanding of customer service and related metrics is required

Knowledge of using Google Sheets/Excel is vital. Knowledge of SQL would be an added advantage

Since SoRT responds on social media, proficiency in both verbal and written English is most crucial

Knowledge of social media processes is a bonus

Be willing to go way over and above what is encouraged of you because of how critical a team SoRT is

Should be willing to go above and beyond of what is encouraged keeping in mind how critical SoRT is as a LoB

Always keep an eye out to find opportunities to better engage with customers and partners on social media, in order to develop the positive brand appearance

Should be a positive influencer and strong Uber culture advocate

Should be a role model to the team and recognized as an SME for their LOB

Should be willing in a 24/7 environment and provide support and mentorship to their team members

Should understand the need for continuous coverage and be ready to help their co-team leaders in completing LoB’s responsibilities and results

No performance plans or disciplinary actions during the previous year. Candidates engaged in wilful negligence of tasks or miss on critical processes will not be eligible

Should have no attendance issues (less than 3 instances)

---- What the Candidate Will Do --—

Should be always comfortable working directly with various levels of leadership

Should have strong time leadership skills

Should have strong communication skills

Should have the ability to flex and adjust to changing factors or conditions

Should be able to supervise social media trends and provide insights to concerned teams in the organization for their improvement

At Uber, we reinvent the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We’ve grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.

Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company’s discretion.

• 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.

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.