COE Team Lead (SoRT) USC

About the Role

SoRT works on any queries/concerns raised on Social Media, namely Twitter, Facebook, and Instagram. We are directly involved in upholding the brand image by providing excellent support on social media platforms.

The Social Media Response Team (SoRT) is a fast-paced and diverse team that provides social media support for Uber rides & EATS businesses. This team's primary objective is to address social media concerns within SLA, analyze the root cause, and provide valuable insights to internal partners as the VOC (Voice of Customer).

What the Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

1. Provide direction and mentor in relation to performance KPIs, including customer-facing and business metrics
2. Work with SoRT Manager on process improvement initiatives and be an active contributor
3. Own the WBR with the team members and develop a continuous improvement culture
4. Responsible for their LOB's response SLAs, 1 Star Emoji Rate, and CSAT goals
5. Content creation for social media responses
6. Work on specific projects in close coordination with relevant partners when required
7. Engage with partners on a regular basis and build relationships
8. Respect individual opinions, encourage and develop open feedback and an ownership-based environment
9. Ensure team meets metrics

1. Drive Strong performance across all efficiency and quality important metrics for your team Experience in mentoring new hires and coordinating their onboarding is preferred
2. Solid understanding of team metrics and an analytical bent of mind to identify trends in data and work on the same
3. Since SoRT replies on social media, command of the English language is quintessential, verbal and written.
4. Social Media process knowledge would be an added advantage
5. Expertise to look for opportunities to engage better on the platform and develop delighters
6. Strong analytical skills in identifying trends in data and working on the same, strong Google Sheets skills, and SQL would be an added advantage
7. A validated authority in carrying out policy changes/support logic
8. Positive influencer and strong Uber culture advocate
9. Is a role model to the team and recognized as an SME for their LOB
10. Validated ability to provide high-level support for issues
11. Supports the team in their leader's absence
12. Recognize opportunities in the process and suggest solutions/improvements
13. Understanding of partner management and experience of the same is preferred
14. Open to working in 24X7 support, understands the need for continuous coverage, and is able to empower their team to do the same
15. No performance plans or disciplinary actions during the past year; candidates engaged in wilful negligence of tasks or misses on critical processes will not be eligible
16. Excellent communication skills as you will need to provide 1:1 feedback to specialists
17. Comfortable with working directly with various levels of leadership
18. Strong communication skills
19. Ability to quickly adapt to change
20. Ability to pick up on trends and provide insights to Leadership