Uber
About the Role
At Uber, providing outstanding support that establishes trust for riders and driver partners-our community-is a core feature of our product experience. We invest in this mission and trust in providing the highest quality service executed in the smartest, most efficient way.
Merchant Support is a critical part of Uber's success, working with businesses on Uber Eats to help remove any blockers to their success. Uber COEs are contact management centers dedicated to providing premier customer support.
This will be a managerial role with a heavy focus on people management and consistently delivering on day-to-day operations. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally motivated team members.
What You'll Do
Manage team performance and drive results, guide adherence to policies
Lead, coach, mentor, and motivate employees
Partner with Recruiting team on hiring
Lead improvements on support logic and processes
Address and resolve escalations or further escalate
Maintain stakeholder relationships
Drive accountability on policies and other guidelines
Execute root cause analysis action plans from escalations and agent's performance
Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
Complete administrative and HR related tasks for team
Basic Qualifications
Leadership experience in retail, hospitality, or customer service in-person or contact center environment
Basic project management skills
Proficiency in Google Suite
1+ year of experience in people management
Preferred Qualifications
Experience in operational or process improvement
Supervisory experience with proven track record to lead effectively, set team goals, develop people and stay calm through challenging situations
Ability to maintain a positive, can-do attitude (especially with respect to change) and encourage others to do the same
Outstanding written and verbal communication skills with the ability to clearly communicate and present information to partners at all levels of the business
Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis
Ability to problem solve while knowing when to escalate appropriately
Effective time-management and organizational habits
Strong ownership of work and attention to detail
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.50 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform
#J-18808-Ljbffr
Merchant Support is a critical part of Uber's success, working with businesses on Uber Eats to help remove any blockers to their success. Uber COEs are contact management centers dedicated to providing premier customer support.
This will be a managerial role with a heavy focus on people management and consistently delivering on day-to-day operations. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally motivated team members.
What You'll Do
Manage team performance and drive results, guide adherence to policies
Lead, coach, mentor, and motivate employees
Partner with Recruiting team on hiring
Lead improvements on support logic and processes
Address and resolve escalations or further escalate
Maintain stakeholder relationships
Drive accountability on policies and other guidelines
Execute root cause analysis action plans from escalations and agent's performance
Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
Complete administrative and HR related tasks for team
Basic Qualifications
Leadership experience in retail, hospitality, or customer service in-person or contact center environment
Basic project management skills
Proficiency in Google Suite
1+ year of experience in people management
Preferred Qualifications
Experience in operational or process improvement
Supervisory experience with proven track record to lead effectively, set team goals, develop people and stay calm through challenging situations
Ability to maintain a positive, can-do attitude (especially with respect to change) and encourage others to do the same
Outstanding written and verbal communication skills with the ability to clearly communicate and present information to partners at all levels of the business
Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis
Ability to problem solve while knowing when to escalate appropriately
Effective time-management and organizational habits
Strong ownership of work and attention to detail
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.50 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform
#J-18808-Ljbffr