UCS Rider Team Lead, job description and salary

2-3 years of strong work experience in customer support

Previous work experience as a Subject Matter Expert will be a bonus

Rider support policy knowledge required; US&C region knowledge is a plus ki

An eye for identifying opportunities for process improvements

Great people skills with experience of taking initiatives in team environments
Impeccable verbal and written communication skills
  • An analytical bent of mind to identify trends in data; ability to work on Google Sheets and Slides
  • Proven ability to meet deadlines and a high level of commitment towards deliverables
  • Understanding of stakeholder management and experience of the same is preferred
  • Open to work in 24X7 support : The team operates from 9pm to 6am IST.

What You’ll Do

  •  Lead and develop a team of 15-25 Community Operations Specialists (COS), responsible for their overall performance
  • Carry out supervisory responsibilities in a 24/7 operations set-up helping COSs meet their targets; Focus on management of SLA metrics, Quality and Customer experience
  • Work with cross functional teams (Quality, Training), developing and implementing QA/ Training programs to improve the quality and productivity of the team
  • Dive deep into the numbers and make data-driven process improvements; Work closely with Analytics team in unearthing trends
  • Drive TPH, R2, CSAT improvement initiatives for the LOB
  • Be the source of knowledge to train, educate, and answer questions from COSs or other stakeholders
  • Analyze the performance of your teams, identify trends and provide constructive feedback to individuals on a consistent basis

About the Team The Uber Core Support (UCS) team acts as an extension to the lines of businesses for US & Canada markets, by providing valuable insights on improving efficiency, quality, and reducing inconsistencies across the global network of Support Centres. This is done by constant deep dives on data to unearth opportunities and piloting experiments to test the effectiveness of new initiatives. Currently, we support multiple production LOBs for US&C region: Rider Trips (RT), Rider Accounts & Payment (RAP), Priority Support (PS), and Recovery Support (RS, includes calling), Freight back end, Eats & Jump. Team Lead positions will be mapped to one of the four LOBs. At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world. We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

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