Service Team Lead I

2 days ago

Hyderabad, Telangana, India Uber Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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.
- What the Candidate Will Do -

  • 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.
    Act as a subject matter expert, identifying trends, and guiding CSRs in their daily tasks.

- 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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