Customer Enablement - Senior Team Lead

About the Role

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery persons, and eaters get moving in more than 600 cities worldwide.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone can move independently. If you have curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.

1. We as a team, work on streamlining and improving the support policies and managing content on the relevant support LOBs
2. We work closely with the LOB managers and the teams for any new product and feature changes for any particular city or region (CX, Agent Success, DX Teams).
3. Additionally, the specialist will be responsible for program managing the Driver/Rider/Safety/C360 LOB for content by ensuring SLAs are met, inventory management, deep dive on content projects and enabling efficient content delivery by driving audits and creating a leaner process flow in collaboration with cross-functional teams wherever possible.

1. Help team - Build, document, and maintain the accuracy of standard operating procedures (SOPs) for customer support processes
2. Assist with ongoing large-scale audits of support content to ensure adherence to accurate quality standards
3. Inventory management to ensure SLAs are met on time
4. Use ticket coding to conduct root cause analysis and refine support policies and procedures
5. Manage and prioritize a steady stream of content requests from multiple teams with short, frequently changing timelines
6. Learn and master the extensive knowledge base and content management tools
7. Support collaborations with AS/CX with respect to strategic asks on in-app help nodes/ inflow deep dive
8. Train the newbie content specialists on content processes and workflow
9. Ability to work well under deadlines and juggle multiple priorities
10. Strong experience with project management
11. Ability to work well on solo projects and as a part of a team

1. Proven track record to lead multiple projects and priorities in a fast-paced, dynamic environment
2. A good understanding of the accurate tone for any given situation and an ability to craft content that resonates as a result
3. Critical thinking, analytical and problem-solving skills
4. Be a quick learner with excellent attention to detail
5. Coordinated, driven, and diligent
6. Understanding of partner management and experience of the same is preferred
7. Prior experience developing/leading support content, with knowledge of crafting flowcharts and process maps with tools, like LucidChart, Salesforce, and Confluence is a bonus
8. Project management experience is a must
9. Fluency in Japanese and English is a must

1. Bachelor's degree
2. Minimum 3- 4 years of relevant content experience/Customer support
3. Communication: Able to communicate insightful & practical recommendations to the LOB
4. Technical Skills: Should be able to navigate and work with vital business tools (Ex: G-Suite, Data studio)
5. Critical Thinking: Should be able to identify the root cause of a problem through a deep-dive analysis and suggest initiatives to resolve the identified issue