Team Lead - US&C SoRT
#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
About the Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!
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.
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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).
Your Impact in Role:
- Provide direction and mentor in relation to performance KPIs, including customer-facing and business metrics
- Work with SoRT Manager on process improvement initiatives and be an active contributor
- Own the WBR with the team members and develop a continuous improvement culture
- Responsible for their LOB's response SLAs, 1 Star Emoji Rate, and CSAT goals
- Content creation for social media responses
- Work on specific projects in close coordination with relevant partners when required
- Engage with partners on a regular basis and build relationships
- Respect individual opinions, encourage and develop open feedback and an ownership-based environment
- Ensure team meets metric
Basic Qualifications
- 2+ years of experience in people management
- Proficient verbal and written communication skills
- Strong stakeholder management skills
- Open to working in 24X7 support, understands the need for continuous coverage, and is able to empower their team to do the same
- Bachelor's degree
Preferred Qualifications
- Experience in mentoring new hires and coordinating their onboarding
- Social Media process knowledge
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 fuelds progress. What moves us, moves the world - let's move it forward, together.
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.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- FSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Pet-friendly Office
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- Company Equity
- Performance Bonus
Professional Development
- Work Visa Sponsorship
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program