Service Team Lead I

4 weeks ago

Hyderabad, India Uber Full time

#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 a unique 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 Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber

About the Role

The Team Lead is responsible for developing a team of approximately 15-17 Customer Support Representatives (CSRs) and ensuring their success by implementing behavioral-based mentorship and feedback mechanisms. The focus is on enhancing customer experience, ensuring good attendance, managing performance, addressing attrition, and maintaining high employee satisfaction.

Your Impact in Role:

  • Lead, motivate, and develop hard-working teams of CSRs within a time-sensitive and fast-paced environment to achieve operational key performance indicators.
  • Provide ongoing support to the team of 15-17 representatives, including floor coverage, addressing queries, conducting regular 1-on-1 meetings, and offering immediate feedback.
  • Guide CSRs to improve their performance in serving the community.
  • Conduct weekly performance audits with QA, L&D, and Analytics teams to identify improvement opportunities, provide additional training, and enforce policies.

Basic Qualifications:

  • Demonstrated ability to thrive in a fast-paced and dynamic environment, pushing for innovative solutions and experiences for users.
  • Strong ownership mentality, driven to elevate Uber support, solve problems independently, and take initiative.
  • Effective leadership skills to mentor and guide teams to deliver exceptional support consistently.
  • Service-oriented mindset to enhance user experiences and build trust in the Uber platform.
  • Proficiency in English communication
  • At least 1 year of relevant experience
  • Strong customer service, technical proficiency, coaching, mentoring, and stakeholder management skills.

Preferred Qualifications:

  • Bachelor's degree.
  • Experience in customer-centric industries, sales, customer dedication, or retention.
  • Extensive experience in diverse markets and cultural understanding

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