Customer Service Team Lead - Japanese

About the Team:

Community Operations is pioneering how Uber manages support for our community of rider and driver partners around the globe. Uber COEs are contact management centers dedicated to providing world-class customer support to riders and drivers. Uber relies on the COEs to provide support for our community's toughest issues types, and provides an environment to pilot support for new products or test new support modalities or processes.

About the Role:

Build, operate, scale and improve Community Operations with a heavy focus on solving problems through data analytics and leading teams to deliver stellar outcomes. Continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing stakeholder relationships across the larger business to set the right expectations and deliver on them.

What you will Do:

• Operations Management: Manage a group of our Customer Support agents and be responsible for all the operational goals of the team. Present performance results regularly and identify opportunities for improvement.
• Process improvement: Identify operational and structural weaknesses and help improve existing or develop new processes and driving high compliance
• Program/project management: Be a multi-tasker, supporting projects across the LOB and you'll be the go to person for many key initiatives within the COE
• Problem Solving: Have a knack for solving problems and dealing with with issues in a structured and calm way
• Decision making: Apply existing processes and policies and make decisions based on these guidelines as the Japanese Customer Support Team Lead. When the guidelines are not clear, engaging stakeholders to align on creating one for future use.
• Stakeholder management: Engage strategically with stakeholders, be it city function leads or vendors to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams.
• People Management: Be a great people manager, coaching and developing the agents while building a solid team culture.

• Language Skills: Native Japanese speaker with exceptional English written and verbal communication skills.
• Location: Must be based in Malaysia.
• Willing to work Onsite: Amenable to work within KL Sentral.
• Flexible working hours: Willing to work in flexible hours and schedules that will include possibly working on weekends and/or public holidays.
• People management: Proven people management experience.

• Clear communicator: You are a clear and concise communicator with the ability to synthesize a lot of information quickly, highlight the key takeaways, and disseminate actionable insights
• Explorer: The ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter attitude is a must!
• Balance attention to detail with swift execution: We need to do things quickly, and we need to do them well. Balancing those can be challenging, and this should be a strength
• A high bar across the board: From your own contributions, to the people you work with, to the products you work on, establishing a high bar on everything that you do and deliver for the business.
• Flexibility in managing teams in person and remotely: Given the hybrid working set up of Uber, you will be required to work at home and work from the office from time to time. This will require you to manage your teams online and determine how to maximize the time that you are together in the office.

• Bachelor's degree
• 3 to 5 years of customer support operations experience
• Exceptional problem solving skills, strong Excel / data management skills
• Project management skills