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Service Team Lead - US&C ASR Messaging

Uber

Uber

Taguig, Metro Manila, Philippines
Posted on Thursday, September 7, 2023
#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but an outstanding individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. About The TeamThe APAC COE team believes in a #GoGetIt approach. Our successes are attributed to our people who are relentless to help in any way we can. We handle critical concerns from safety to blocking issues, and ensure the resolution matters to the customer. Consistently making each member an eventual promoter of Uber. The right time is always “now” when joining Uber and the COE; it has always been moving to greater heights as we support a lot of markets - allowing you to learn every single day. About The RoleAs a Team Lead serving the US & Canada region, you will support, operate, scale and improve Community Operations with a heavy focus on performance & people management through data analytics and leading a team of individuals to deliver stellar outcomes. Employing continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing partner relationships across the larger business to set the right expectations and deliver on them. Your Impact In Role
  • Manage performance and get results: Analyze, strategize, implement action items and empower 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: 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: 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.
The Experience You’ll Bring
  • Proficiency in MS and Google Applications
  • Communication: Proficiency, Pronunciation, Active Listening, Spoken English / Understanding, Vocabulary and Grammar
  • Change Management: Flexible and adaptable to handle changes of the business
  • Conflict Management: Knows how to handle internal and external conflicts with ensuring that they still remain professional
  • Basic Project Management Skills
  • People Management
  • Stakeholder Management
What's In It For YouUber's culture and values are at the core of everything we do so that our employees can better understand who we are and what it’s like to work at Uber today.We pride ourselves on the amazing team we’ve built. The driver behind all of our growth, our bold and disruptive brand, and the game-changing technology we bring to life is the people that make Uber, #OneUber.Doing your best work means being your best self. We offer a wide range of benefits and perks that are uniquely Uber to support your health and well-being. These benefits have been designed with #OneUber in mind, supporting the whole of you and the way that you work best. Read more about our benefits here: https://www.uber.com/au/en/careers/benefits/ Unsure if this role is the right fit for you?We strongly encourage that you review the details of the job role and conceptualize how you can impact not only our organization but the world using your unique talents. We reimagine the way the world moves for the better. Even if you do not fit all of the criteria for the role, we encourage you to apply to explore opportunities within Uber.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.