COE Team Lead I - SORT

#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 organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Team

The Social Operations Response Team is responsible for handling customer and partner concerns with utmost elan and efficiency through popular social media platforms such as Twitter, Facebook, Instagram, etc while also supporting them via emails and phone calls. The team works closely with the IRT, ECR, SBR, Risk, Marketing and Content teams to help users who approach us through social media channels.

Your Impact in Role:

• Should be always comfortable working directly with various levels of leadership.
• Should have strong leadership skills.
• Should have strong communication skills.
• Should have the ability to flex and adjust to changing factors or conditions.
• Should be able to supervise social media trends and provide insights to concerned teams in the organization for their improvement.

The Experience You'll Bring:

Basic Qualifications:

An ideal candidate for SoRT Team Leader should have prior experience leading a team in a constantly evolving environment with an understanding of basic customer support principles

• People Management
• Should be a strong team collaborator and a hustler
• Should be capable of leading a team of 15-20 social media specialists
• Should have the ability to coach and mentor their specialists in accordance with the set performance KPIs and metrics
• Be respectful towards everyone's opinions, and thoughts and understand concerns to the root cause in order to derive solutions
• Motivate the team members to bring out the best in them regularly
• Should possess excellent interpersonal skills to conduct regular 1:1 sessions with specialists to discuss their performance, set the right goals and help build their career by setting up personal development plans
• Always take ownership of LoB's deliverables and tasks and be open to constructive feedback
• Create an environment for their specialists to easily reach out and provide open feedback
• Process Management
• Work with senior leadership and partners on process improvements
• Should bear responsibility for their team's metrics (SLA, TPH & CSAT)
• Must be able to create content (responses, process documents and presentations) for social media support and engagement
• Partner Management
• Should be ready to take up projects related to process optimization, improvement as per partner and business requirements
• Maintain regular contact with partners and cultivate relationships
• Should always keep partners updated on any tool issues/bugs/outages occurring in the LoB for immediate action and support.