About the role and team
As a COE Team Lead I, you will lead a team of approximately 12–20 COE Specialists responsible for resolving Uber customers’ most complex and challenging concerns. You will enable the team to deliver high-quality support and strong customer experiences.
You will combine people leadership with subject-matter expertise, supporting the team in applying sound problem-solving, decision-making, and case ownership. This role requires strong performance management, coaching, problem-solving, and stakeholder-management capabilities.
What you’ll do
- Lead, motivate, and manage a team of approximately 12–20 COE Specialists delivering the highest tier of customer support through messaging and phone channels.
- Manage team performance, coach and develop Specialists, and reinforce accountability for customer experience, results, policies, and applicable guidelines.
- Serve as a subject-matter expert, helping the team navigate complex escalations and apply sound problem-solving, decision-making, and case ownership in an AI-assisted operating environment.
- Build productive partner relationships and coordinate with relevant teams when escalations require broader support.
- Maintain high standards of customer experience, attention to detail, and communication across the team's work.
Basic Qualifications
- (Internal) At least 1 year of experience of being an SME, Critical Escalations Support and / or prior people management experience.
- (External) At least 2 year of experience in team management in retail, hospitality, or customer service in-person or contact center environment.
Preferred Qualifications
- Demonstrated ability to manage performance, identify improvement opportunities, and drive consistent individual and team results.
- Strong people-leadership skills, including the ability to coach, mentor, motivate, and empower team members while building ownership and sound decision-making.
- Ability to build productive partner relationships and coordinate effectively across teams and stakeholders to resolve complex issues.
- Demonstrated ability to reinforce accountability for policies and applicable guidelines, and to ensure AI-assisted outputs receive appropriate human review.