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Tracking Operations Team Lead I

Community Operations
in Chicago, Illinois

About the Role

Trucks move everything you buy, why shouldn't booking a truck be as seamless as booking an Uber?

Uber Freight connects shippers with truckers, much like the way the Uber connects riders and drivers. Our team believes that empowering truck drivers will bring more open, efficient, and increasingly safer transportation to our roads. We are a team of sharp, entrepreneurial individuals who are redefining the movement of goods around the world. We are currently looking for candidates to join our growing team who share our enthusiasm for tackling today's toughest challenges in transportation.

Tracking operations is pioneering how Uber Freight manages shipper and carrier partner support and we're looking for someone to lead our Customer Support Representatives (CSRs) who provide phone/email/chat support to our carrier and shipper partners. We aim to build contact management centers dedicated to providing world-class customer support to carriers, drivers, and shippers. Uber Freight relies on customer support departments to address our customers' toughest issues, handle escalations on various issues, and provide an environment to pilot support for new products or test new support modalities or processes.

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 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 representatives); this includes covering the floor, answering questions, hosting weekly 1-on-1 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 Freight 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 CSRs do the same in their daily work

What You'll Need

  • Bachelor's degree or college experience preferred. Bachelor's in Business, Communications, English or Journalism a plus; 1-2 years of management experience in customer support
  • Willingness to work weekends, early mornings, late nights, and occasional holidays, in an operational 24/7 environment
  • 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.
  • You don't let the stressors of the customer service industry negatively impact team attitude or morale
  • 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 CSRs' performance, give reinforcing feedback where necessary, and offer critical feedback for growth opportunities as they arise
  • 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

Bonus Points If

  • Experience in service, customer support, manufacturing or distribution in a high-volume and extremely fast-paced environment
  • Past experience leading and managing diverse teams of individuals, such as an Assistant Store Manager
  • Experience rallying individuals behind a cause, such as coaching athletics or after-school tutoring and mentor programs
  • Previous experience in logistics industry is welcome, but not needed

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.