Service Team Lead I (QC)

About the role

The Community Operations organization at Uber is dedicated to solving real-world problems in real-time. As a Service Team Lead, you will empower your team to succeed by providing the necessary resources, feedback, and coaching. You will lead a team responsible for monitoring and auditing the quality of support across different modalities, identifying root causes of friction, and recommending corrective measures to improve the customer experience globally.

Team and Track

This role is part of the Service Quality, Risk, and Compliance Track. You will lead a team responsible for monitoring and auditing the quality of support across different modalities. Your team identifies root causes of friction and recommends the corrective measures that improve the customer experience across Uber's global support network.

What you'll do

• Lead, coach, mentor, and motivate employees, providing the feedback and resources necessary to build a high-performing team and a leadership bench for Uber.
• Manage team performance and drive results against critical KPIs, ensuring every team member is aligned with Uber's mission and values.
• Partner with the Recruiting team to identify and hire diverse talent that possesses both the technical skill and the mindset to thrive in a fast-paced environment.
• Act as a subject matter expert in your functional area, resolving high-priority escalations and maintaining strong relationships with internal stakeholders.
• Drive accountability on policies and guidelines, ensuring the team operates with integrity while supporting project work and process improvements.

Basic Qualifications

• Work experience in retail, hospitality, or customer service (in-person or contact center environment).
• For Internal Candidates: At least 1 year of informal leadership or Subject Matter Expert (SME) experience.
• For External Candidates: At least 1 year of direct people management experience.
• Basic project management skills.
• Proficiency in Google Suite.
• Communication, punctuality, problem-solving, coaching & development, empathy, operational excellence, stakeholder management.

Preferred Qualifications

• Demonstrated ability to stay resilient and adaptable when navigating shifting priorities or "messy" operational challenges.
• Strong communication and empathy skills with a proven track record of coaching and developing teams to exceed targets.
• Experience in stakeholder management, specifically the ability to influence without authority and earn trust fast in a global organization.

Pay and Benefits

The base hourly rate amount for this role is USD $27.70 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of compensation. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.