Consumer Support Lead

Consumer Support Lead Department: Community Operations Team: Strategy & Program Operations Location: Chicago, United States Type: Full-Time **About the Role** Within Uber’s **Community Operations - Platform Integrity** org, this role focuses on improving how consumer-related actions are executed through support channels. The team drives initiatives to enhance the **quality, consistency, and fairness of support-led actioning decisions** globally. This role will have a direct impact on user trust by ensuring support experiences are accurate, equitable, and scalable. **What You Will Do** 1. Leverage data and AI-driven insights to identify gaps in support handling and consumer actioning quality 2. Drive improvements to support workflows, tooling, and guidelines to enhance consistency and fairness 3. Partner cross-functionally to scale AI-enabled solutions that improve support decision-making 4. Define and track key metrics to measure quality and consumer experience impact 5. Lead initiatives that elevate support experiences and strengthen consumer trust **Basic Qualifications** 1. 5+ years of experience in operations, support, trust & safety, or similar roles 2. Strong analytical skills with experience using data to identify issues and drive improvements 3. Proven experience working cross-functionally and influencing stakeholders **Preferred Qualifications** 1. Experience in support operations or support handling workflows (e.g., appeals, escalations, enforcement actions) 2. Background in Trust & Safety, platform integrity, or risk operations 3. Familiarity with fairness, bias mitigation, or quality frameworks 4. Experience partnering with Product or building insights to influence tooling/automation For Chicago, IL-based roles: The base salary range for this role is USD$146,000 per year - USD$162,000 per year. For New York, NY-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year. For all US locations, you will be eligible to participate