Service Team Lead I

About the Role

The Team Lead is responsible for developing a team of approximately 15-17 Customer Support Representatives (CSRs) and ensuring their success by implementing behavioral-based mentorship and feedback mechanisms. The focus is on enhancing customer experience, ensuring good attendance, managing performance, addressing attrition, and maintaining high employee satisfaction.

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

1. Lead, motivate, and develop hard-working teams of CSRs within a time-sensitive and fast-paced environment to achieve operational key performance indicators.
2. Provide ongoing support to the team of 15-17 representatives, including floor coverage, addressing queries, conducting regular 1-on-1 meetings, and offering immediate feedback.
3. Guide CSRs to improve their performance in serving the community.
4. Conduct weekly performance audits with QA, L&D, and Analytics teams to identify improvement opportunities, provide additional training, and enforce policies.
5. Act as a subject matter expert, identifying trends, and guiding CSRs in their daily tasks.

1. Demonstrated ability to thrive in a fast-paced and dynamic environment, pushing for innovative solutions and experiences for users.
2. Strong ownership mentality, driven to elevate Uber support, solve problems independently, and take initiative.
3. Effective leadership skills to mentor and guide teams to deliver exceptional support consistently.
4. Service-oriented mindset to enhance user experiences and build trust in the Uber platform.
5. Proficiency in English communication
6. At least 1 year of relevant experience
7. Strong customer service, technical proficiency, coaching, mentoring, and stakeholder management skills.

1. Bachelor's degree.
2. Experience in customer-centric industries, sales, customer dedication, or retention.
3. Extensive experience in diverse markets and cultural understanding.