Merchant Premium Customer Support

1 week ago

Chicago, Illinois, United States Uber Full time $60,000 - $120,000 per year

About The Role
This Customer Support Team Lead role sits within Uber's Center of Excellence (COE) in Chicago, IL. COEs are contact management centers dedicated to providing world-class customer support to Uber customers (riders, drivers, couriers, eaters, restaurants, etc.). Uber relies on the COEs to provide support for our community's toughest issue types, as well as to incubate support modalities and processes for new products and services. COEs pioneer how Uber manages support for customers around the globe.

What The Candidate Will Need / Bonus Points
---- Basic Qualifications ----
---- Preferred Qualifications ----

  • What the Candidate Will Do ----
  • Directly lead, motivate, and develop CSRs to deliver on operational KPIs within a time-sensitive and demanding environment
  • Offer guidance and support to your team by being present and approachable on the floor, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback
  • Audit your team's performance through ongoing analysis and use insights to highlight opportunities for improvement, additional training, or further review
  • Ensure team compliance with company policies, including but not limited to attendance, dress, and behavior; document and escalate issues as required
  • Create and distribute performance reports to management, senior leadership, and other stakeholders
  • Act as a Subject Matter Expert (SME)-identify trending issues and guide CSRs do the same in their daily work
  • Some experience in retail, hospitality, or customer service in-person or contact center environment (with focus on modalities associated with specific LOB)
  • FOR INTERNALS: At least 1 year of informal leadership or SME experience
  • FOR EXTERNALS: At least 1 year of people management experience
  • Basic project management skills
  • Proficiency in Google Suite
  • Schedule flexibility for a 24/7 environment
  • Basic English language proficiency
  • Supervisory or leadership experience-You have a demonstrated ability to set team goals, drive accountability, develop talent, and stay calm through challenging situations
  • Maintain a positive, can-do demeanor and encourage others to do the same
  • Excellent written and verbal communication skills
  • Excellent interpersonal skills - You establish trust and effective working relationships with internal and external partners
  • Strong time-management and organizational habits-You prioritize work effectively and drive multiple projects to completion at once
  • Willingness to work weekends, occasional holidays, and outside a standard 8 to 5 shift schedule
  • Experience managing people in customer support or service industry, or other high-volume production environments
  • Bachelor's in Business, Communications, English, or Journalism

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 , 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

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