Merchant Payment COE Team Lead I

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 Will Need / Bonus Points

---- What You Will 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 ----

• Some leadership experience in retail, hospitality, or customer service in-person or contact center environment
• Basic project management skills
• Proficiency in Google Suite
• At least 1 year of people management skills

---- 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's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity 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.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

Client-provided location(s): Chicago, IL

Job ID: Uber-147235

Employment Type: FULL_TIME

Posted: 2025-08-20T00:26:29