Customer Escalation Support - Senior Team Lead



People & HR, Customer Service
Tokyo, Japan
Posted on Tuesday, January 9, 2024

#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 organisation 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

The Customer Escalation Support - Senior Team Lead will work alongside our Community Operations team and own the implementation of on-the-ground Learning and Development programs at the COE. This multi-faceted role requires quick thinking and proficiency in leading a team, responsibilities include:

  • Drive learning program excellence through performance monitoring, coaching, and motivating team members
  • Coordinating for new and existing learning programs
  • Lead COE Learning TL’s to motivate, empower, and drive strong performance across Learning KPI’s
  • Supporting your team to build and execute on detailed learning plans
  • Analyze the quality and efficiency of the learning experience
  • Continuously improving our processes

Your Impact in Role

  • Team management: Manage administrative functions for Learning portfolio
  • TL Coaching: Motivate, manage, and engage Learning Team lead I's to help them become effective leaders
  • Overall learning program coordination: Working with COE Operations stakeholders, understand learning needs, and coordinate a learning program to fulfill needs.
  • Performance management: Drive COE Learning metrics by providing insights and action plan recommendations; Review and release reports for COE Learning opportunities and scores

The Experience You’ll Bring:

Outstanding spoken and written English with the ability to speak

Native Communication skill in verbal and text in Japanese

Exceptional problem solving skills, strong Excel / data management skills and project management skills

3-5 years of operations management/general management/ support experience

*Willingness to work in shifts (rotating day/night shifts, rotating weekend offs & public holidays -- total working hours will be 40 hours a week, 5 days, 8 working hours each day)

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world 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.