Team Lead - Merchant Sentiment

Team Lead - Merchant Sentiment Department: Community Operations Team: Support Operations Location: Chicago, United States Type: Full-Time **About the Role** At Uber, providing outstanding 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 trust in providing the highest quality service executed in the smartest, most efficient way. Merchant Support is a critical part of Uber’s success, working with businesses on Uber Eats to help remove any blockers to their success. Uber COEs are contact management centers dedicated to providing premier customer support. This will be a managerial role with a heavy focus on people management and consistently delivering on day-to-day operations. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally motivated team members. **What You'll Do** - Manage team performance and drive results, guide adherence to policies - Lead, coach, mentor, and motivate employees - Partner with Recruiting team on hiring - Lead improvements on support logic and processes - Address and resolve escalations or further escalate - Maintain stakeholder relationships - Drive accountability on policies and other guidelines - Execute root cause analysis action plans from escalations and agent’s performance - Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development - Complete administrative and HR related tasks for team **Basic Qualifications** - At least 1 year of informal leadership or SME experience - Proficiency in Google Suite - Basic project management - Willingness to work weekends, occasional holidays, and outside a standard 8 to 5 shift schedule **Preferred Qualifications** - Experience in operational or process improvement - Supervisory experience with proven track record to lead effectively, set team goals, develop people and stay calm through challenging situations - Ability to maintain a positive, can-do attitude (especially with respect t