Team Lead - anz merchantUber

We are looking for a Team Lead who is naturally gifted at service to lead and manage the Support team for ANZ Eats. You will work alongside our Regional Community Operations and BPO partners to provide non-critical L2 & L3 level support for Consumer and Merchant partners to help create and improve processes to drive better customer experience. 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 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 motivate 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 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 with 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, lead, 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 experience working in the same capacity.
Strong customer service and administrative experience; technically savvy.
Good coaching, mentoring & results management skills.
Excellent partner management.
Good attendance record.
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. Hardworking, 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 chance to create evangelists out of our toughest haters. Your efforts will build 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 partners.
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 reimagine 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.
Uber

Taguig City, Metro Manila
Permanent
Full-time