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Senior Customer Support Supervisor

Uber

Uber

People & HR, Customer Service, Operations
San José Province, Costa Rica
Posted on Friday, September 15, 2023
About The RoleOur successes are attributed to our people who are relentless to help others in any way we can. The right time is always “now” when joining Uber and the Greenlight area; Uber earners are our most important customers, and we're creating a great customer service experience for them. Uber Greenlights help new earners get on the road for the first time and build engagement with the platform over time.In this role, you will work to provide the best customer service possible for new and existing Uber earners. You'll drive your team to resolve issues efficiently and thoroughly, but your team will go far beyond resolving issues, they'll identify root causes, escalate widespread issues, and systematically help improve Uber as a whole.You will work closely with your Greenlight Manager to ensure your Greenlight/s meets the needs of your market in terms of engagement and any other local needs.50% of the time is dedicated directly to the Operation & Process where the supervisor is responsible for the GL Operation. Expected to deliver the site's KPIs related to customer satisfaction, business growth and efficiency.40% of the time is dedicated to Team & Leadership where the supervisor leads, coaches, mentor, and motivates employees. Plan and execute team meetings and regular 1:1s.5% of the time is dedicated to Projects where the supervisor may optimize processes and other non-management activities or strategic projects regionally.5% of the time is dedicated to Stakeholder Mgmt where the supervisor maintains relationships with supporting areas such as Human Resources, Finance, Legal, Security & Facilities. What you’ll do!Support daily operations through operational oversight and analysis.Handle critical issues of more difficult support interactions.Run the scheduling, attendance, and general administration of a team.Train, mentor, and guide your team to strengthen the quality and efficiency metrics.Coordinate with the facilities, office management team, and retail team to ensure the center functions accurately while meeting Uber standards.Optimally communicate and connect with managers regarding people, process, and project management related to your center.Improve processes on behalf of our Uber team and partners.Most meaningfully, you and your staff will take pride in being the voice of Uber to our riders, driver-partners, and courier-partners and will treat every support interaction as an opportunity to build a better connection between Uber and the community. What you'll need!
  • Previous experience as customer service supervisor or operational leader
  • Strong verbal and written communication skills
  • Very adaptable to change and ability to implement quickly
  • Curious and eager to learn
  • Structured and organized. Track tasks and report accordingly
  • You lead by example and have experience empowering a team to execute and on tight deadlines
  • Knowledge of Google Suite
  • Advance (Fluent) English
  • Proven experience managing teams
  • Data Analytics
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.