Customer Support Team Lead, Internal Escalations

About the Role

Customer Support Team Leads are skilled people leaders with a dedication to drive continuous process improvement. They directly manage and motivate 10-15 Customer Support Specialists responsible for providing the highest quality care in the smartest, most efficient way possible. Customer Support teams are at the forefront of our business, answering our community's questions and tending to their needs!

What You'll Do

• Directly lead, motivate, and develop Customer Support Specialists to deliver on operational KPIs within a time-sensitive and demanding environment
• Offer guidance and support to your team by being present and approachable on the floor, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback
• Audit your team's performance through ongoing analysis and use insights to highlight opportunities for improvement, additional training, or further review
• Ensure team compliance with company policies, including but not limited to attendance, dress, and behavior; document and escalate issues as required
• Create and distribute performance reports to management, senior leadership, and other stakeholders
• Act as a Subject Matter Expert (SME)-identify trending issues and guide Customer Support Specialists to do the same in their daily work

Basic Qualifications

• Supervisory or leadership experience - You have a demonstrated ability to set team goals, drive accountability, develop talent, and stay calm through challenging situations
• Maintain a positive, can-do demeanor and encourage others to do the same
• Excellent written and verbal communication skills
• Excellent interpersonal skills - You establish trust and effective working relationships with internal and external partners
• Strong time-management and organizational habits - You prioritize work effectively and drive multiple projects to completion at once
• Willingness to work weekends, occasional holidays, and outside a standard 8 to 5 shift schedule

Preferred Qualifications

• Experience managing people in customer support or the service industry, or other high-volume production environments
• Bachelor's in Business, Communications, English, or Journalism

About the Team

This Customer Support Team Lead, Internal Escalations role sits within Uber's Center of Excellence (COE) in Chicago, IL. COEs are contact management centers dedicated to providing world-class customer support to Uber customers (riders, drivers, couriers, eaters, restaurants, etc.). Uber relies on the COEs to provide support for our community's toughest issue types, as well as to incubate support modalities and processes for new products and services. COEs pioneer how Uber manages support for customers around the globe.

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$32.60 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.

Key skills/competency

• Customer Support
• Team Leadership
• Internal Escalations
• Performance Management
• KPI Management
• Coaching & Development
• Process Improvement
• Communication Skills
• Time Management
• Problem Solving