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COE Team Lead I, Taguig City

CategoryCommunity Operations
CityTaguig City
About the Role

The ANZ Proactive Team plays a key part in Funnel campaigns through the handling the onboarding process of partners end-to-end from signing up until first or 25th trip, and in Access Compliance campaigns for implementation of new process roll-outs in the Funnel scope for pre and post-active earners. These campaigns are done across Australia and New Zealand through multiple support platforms: email, chat and phone.

Naturally gifted at service, you'll use your unparalleled empathy and charm to turn angry users into our strongest advocates. Beyond this, you'll be training, mentoring, and leading your own team to provide that same level of service to all our users. You will balance the need to deliver a personal response that delights our users with the need to develop scalable systems to match Uber's rapid growth.

What the Candidate Will Do

Manage performance and drive results: Analyze, strategize, implement action items and motivate 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 lead, coach your Team members, develop your own people, guide them and work with them to achieve their full potential. You will lead by example, resolving the toughest of issues from customers and ensuring that your team constantly performs at a high level.

Build and maintain stakeholder relationships: 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: Reinforce compliance to company policies such as house rules, attendance policy and PIP guidelines. You will ensure that you and your team members do the right thing each time even if it means doing the difficult things.

Lead improvements on support logic and processes: Review, manage and proactively suggest improvements to current policies and processes to ultimately win our employees, customers and partners over.

What the Candidate Will Need / Bonus Points

Basic Qualifications

• At least 1 year of experience working with people in a customer experience environment
• Open to work 24/7 shifting schedule
• Strong analytical skills
• Proven ability to meet deadlines
• Self motivated and goal driven
• Strong team management skills

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.