coe Team Lead i - anz funnelUber

The Team Lead handles Specialists who support sign-up inquiries related to submitted documents or any other requirements before activation in the Uber platform. In addition, the team responds to concerns of active drivers and couriers with near-expiring or expired documents or requirements. Lastly, the team also caters to inquiries based on driver and courier regulatory changes and compliance requirements. The line of business seeks to trigger more and more drivers and delivery people to go on their first trips.
About the Team
The Funnel team is a phone and in-app customer support line that looks after driver and delivery people's concerns.
We handle raised issues coming from the Tier 1 team via messaging and phone modalities. We also work on edge cases that may require new or revised logic. Aspiring leaders who are up for a challenge will definitely thrive in this multifaceted, ever-changing team.
What You Will Do
Lead performance and get results: You will 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 leader, you will 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 partner relationships: You will interact and collaborate with teams from the ANZ businesses 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 every team member does the right thing each time even if it means doing the difficult things.
Lead improvements on support logic and processes: You will review, run and proactively suggest improvements to current policies and processes to ultimately win our employees, customers, and partners over.
Basic Qualifications
At least 2 years experience working in the same capacity
Strong customer service and administrative experience; very technically savvy.
Good coaching, mentoring & results management skills
Excellent stakeholder management
Preferred Qualifications
Good to excellent analytical skills
Experience in project management
Excellent communication skills
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.
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.
Uber

Taguig City, Metro Manila
Permanent
Full-time