Team Lead, Community Support Representative - Romanian speaking

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Employer: UBER
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Abroad
  • Updated at: 09.04.2018
    Short company description

    Uber is a technology company. We make a smartphone app that provides users with an on-demand, private car service that takes them safely and smoothly to where they need to go, in dozens of countries and hundreds of cities around the world - at the push of a button.

    Requirements

    Fluency in Romanian and English languages
    Bachelor’s degree, Master's degree preferred
    1-2 years of leadership experience leading and managing diverse teams and individuals
    Proven ability to lead effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations
    Leading by example - maintain a positive, can-do attitude and encourage others to do the same
    Comfortable delivering tough feedback - you’ll need to tune into CSRs’ performance, give reinforcing feedback where necessary, and offer critical feedback for growth opportunities as they arise
    Exceptional written and verbal communication skills
    Optimistic leadership - you have an enthusiastic attitude and are passionate about making magic for our communities. You view every support interaction as a chance to impact our riders and driver partners in a positive way

    Bonus Points If:

    Experience in service, retail, customer support, manufacturing or distribution in a high-volume and extremely fast-paced environment
    Experience rallying individuals behind a cause, such as coaching athletics or after-school tutoring and mentor programs

    Responsibilities

    About the Role

    At Uber, providing amazing customer support that establishes trust for riders and driver partners—our community—is a core feature of our product experience. We invest in this mission and believe in providing the highest quality service executed in the smartest, most efficient way.

    Community Operations is pioneering how Uber manages rider and driver partner support around the globe and we’re looking for a Customer Support Representative Team Lead (you!), to develop support efforts and lead a Romanian team within our Krakow Center of Excellence (COE). Uber COEs are contact management centers dedicated to providing world-class customer support to riders and drivers. Uber relies on the COEs to provide support for our community’s toughest issues and provide an environment to pilot support for new products or test new support modalities or processes.

    This role will have a heavy focus on leading people and continuous process improvement. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally driven individuals.

    What You’ll Do

    Lead, motivate, and develop high performing team of Community Support Representatives (CSRs) supporting riders and drivers in Romania within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs)
    Stay present and available for your team, answering questions, and providing real-time feedback
    Act as a Subject Matter Expert (SME). Identify trending issues head-on and guide CSRs do the same in their daily work
    Coach CSRs and drive performance to serve our rider and driver communities; identify opportunities for additional training & development
    Be a point of contact for the team and liaison between the team and country operations
    Manage scheduling and administration support for the team, including shift and holiday planning
    Drive quality improvement initiatives
    Facilitate and assist the team to achieve operational excellence
    Consolidate and structure business insights for operations and engineering