Customer Escalations

vor 1 Monat

Sydney, Österreich Uber Vollzeit

This is a Customer Escalations - Team Lead role with one of the leading companies in AU right now 🔥 -- Uber -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.

More About the Role at Uber 🧐🧐

## **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** As a Team Lead, you will be responsible for managing and leading a critical line of business handling safety incidents for our Australia and New Zealand customers. You will take the lead in day to day operational routines focusing on building a culture of integrity and excellence, relentlessly solving problems and improving processes through projects and initiatives and partnering relationships across the larger business to consistently deliver outstanding results and best-in-class customer experience. **Your Impact in Role:** - Lead, coach, mentor, and motivate a team navigating sensitive cases in a fast-paced environment to deliver on operational key performance indicators (KPIs) and Service Level Agreements (SLA) - Employ critical thinking, emotional intelligence, and creative problem-solving skills to help employees navigate sensitive cases and high-severity safety concerns - Lead internal operational work streams, including analytics and reporting, quality assurance, training and development, and administration, as part of the central operations team of Sydney Centre of Excellence - Provide oversight for escalated requests across our safety lines of business, challenging yourself and your team to solve the most complicated and interesting problems our users face - Coordinate closely with global Community Operations teams, and local stakeholders to drive handling excellence and act as a local point of contact and subject matter expert - Be accountable for the continuous improvement of safety processes and policies, leveraging customer and team insights to drive positive and meaningful change **The Experience You’ll Bring:** - People management including developed skills in dispute resolution, training & development, and reporting - Experience in a high-volume, fast-paced customer facing role. Safety support experience preferred, but not essential - Strong communication skills, including the ability to listen effectively; to confidently and diplomatically express opinions, and voice concerns with other team members; and to present effective written communication to varied audiences - Strong stakeholder management skillset, with an ability to establish productive working relationships with immediate team and senior business stakeholders through trust and reliability

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