Uber Customer Escalations - Team Lead 

United States, West Virginia 

296313943

Your Impact in Role:

• Lead, coach, mentor, and motivate a team navigating sensitive cases in a fast-paced environment to deliver on operational key performance indicators (KPIs) and Service Level Agreements (SLA)
• Employ critical thinking, emotional intelligence, and creative problem-solving skills to help employees navigate sensitive cases and high-severity safety concerns
• Lead internal operational work streams, including analytics and reporting, quality assurance, training and development, and administration, as part of the central operations team of Sydney Centre of Excellence
• Provide oversight for escalated requests across our safety lines of business, challenging yourself and your team to solve the most complicated and interesting problems our users face
• Coordinate closely with global Community Operations teams, and local stakeholders to drive handling excellence and act as a local point of contact and subject matter expert
• Be accountable for the continuous improvement of safety processes and policies, leveraging customer and team insights to drive positive and meaningful change

The Experience You’ll Bring:

• People management including developed skills in dispute resolution, training & development, and reporting
• Experience in a high-volume, fast-paced customer facing role. Safety support experience preferred, but not essential
• Strong communication skills, including the ability to listen effectively; to confidently and diplomatically express opinions, and voice concerns with other team members; and to present effective written communication to varied audiences
• Strong stakeholder management skillset, with an ability to establish productive working relationships with immediate team and senior business stakeholders through trust and reliability

Working Hours:

• PM Team: 11am - 7pm
• Weekends & holidays required

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .