coe team lead i - Restaurant advanced supportUber

You will lead your team in creating a magical experience for our restaurant partners who have signed up to drive for Uber Eats. You will work towards reducing customer effort and get them excited to use our platform more.
You will coach and mentor your agents to be successful in their roles. You will create 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 a thought partner of our stakeholders. You will be making 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 Superpumped individuals who are customer obsessed, determined to do what is right and can hustle in a dynamic work environment.
What You'll Do:
As a Team Lead, you will be responsible for the overall management and leadership of a team. You are expected to:
Manage performance and drive 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 motivate people: As a lead, 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 stakeholder 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 team members do the right thing each time even if it means doing the difficult things.
Lead improvements on support logic and processes: You will review, manage and proactively suggest enhancements to current policies and processes to ultimately win our employees, customers and stakeholders over.
Basic Qualifications:
Hustle: Uber moves fast, and runs lean. You're flexible, fearless, 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, self-driven and fearless, 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 world class 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
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
Preferred Qualifications:
Bachelor's degree
Work 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
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

Mabalacat, Pampanga
Permanent
Full-time