Customer Support Team Lead - Mandarin/ Cantonese Speaker

Customer Support Team Lead - Mandarin/ Cantonese Speaker Department: Community Operations Team: Community Operations Location: Kuala Lumpur, Malaysia **#Greatmindsdontthinkalike:** At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. **About the Team** Community Operations is the heart and soul of our **#buildwithheart** approach at Uber. It deals with Uber’s matters between our customers, earners and partners at the enormous scale in which we operate. It is essentially the workhorse that helps operationalise every new and existing product and idea that Uber creates - it truly is an organisation that touches every part of the Uber business! **About the Role** The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. Our Team Leads are focused on empowering and investing in the continued success of our agents by providing resources and coaching that will build the next wave of leaders at Uber. Team Leads provide and receive feedback, coach and develop employees, as well as manage teams to ensure our customers are well taken care of while managing the team's performance metrics. **What You Will 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 causes 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