Service Team Lead I (QC)

About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. As a Service Team Lead you will be focused on empowering and investing in the continued success of our agents by providing resources and coaching that will build the next leaders of Uber.

In our Community Operations organization, the Service Quality, Risk, and Compliance team helps to monitor and check the quality for different modalities, with the goal of improving the customer experience delivered by agents across Uber's global support network.

Our Team Leads are focused on providing and receiving feedback, coaching and developing employees, as well as managing performance metrics.

What the Selected Candidate Will Do

• Manage team performance and drive results
• Lead, coach, mentor, and motivate employees
• Partner with Recruiting team on hiring
• Functional knowledge of are leading and act as a subject matter expert
• Address and resolve escalations
• Maintain stakeholder relationships
• Drive accountability on policies and other guidelines
• Support project work and improvements to processes
• Oversee audits or investigations and make recommendations to relevant clients
• Manage data and root cause analysis, recommending corrective and preventive measures
• Present trends, insights, defects, and improvements to business leaders at an audit level or in calibration meetings

• Exceptional written and verbal communication skills
• Results orientation skills
• Motivational skills
• Leadership, administrative and coaching skills
• Optimistic leadership
• Positive Can-Do Attitude

• Safety or Fraud Experience

Ready to Ride?

This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

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.