Descrição da Vaga
We're changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we're a part of the logistical fabric of more than 600 cities around the world. Whether it's a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.
For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.
And that's just what we're doing today. We're thinking about the future, too. With teams working on new modalities, self-driving cars and even urban air transportation, we're in for the long haul. We're reimagining how people and things move from one place to the next.
About the job
Uber's driver-partners are our most important customers, and we're creating a best-in-class customer service experience for them. Greenlight locations help new driver-partners get on the road for the first time, build engagement with the platform over time, and provide a home base for the driver community.
We're looking for a Greenlight Supervisor to support the day-to-day operations of local Greenlight locations. We're looking for an experienced team leader who operates with a customer-first mentality. In this role, you'll help to mentor and directly lead a team of Experts on how to best build Uber's relationship with driver-partners, support their operational needs, and guide day-to-day operations of the Greenlight center. This is a great opportunity to work with a top-notch Operations team and learn the Uber business from the ground up.
What you'll do
Support the daily operations through operational oversight and analysis of KPIs
Handle escalations of more difficult support interactions
Manage scheduling, attendance, and general administration of UEs
Interview, hire, train, mentor, and guide Uber Experts to strengthen quality and efficiency metrics
Coordinate with the facilities, office management team, and retail team to ensure the Greenlight functions properly while meeting Uber look & feel standards
Effectively communicate with GL Manager regarding people management, process management and project management related to your Greenlight
Improve processes on behalf of Uber Experts and partners to the GL program through targeted project work when needed
What you'll need
At least one year of team leadership experience in a fast-paced environment
At least two years of relevant experience including customer service or sales
Demonstrated background in solving complex customer problems
Intermediate English level: Abilty to read and understand emails, trainings, and hold basic conversation
Basic Excel and data interpretation skills: Ability to understand & create charts, graphs, and pivot tables
Bonus points if
You have previous customer support team management experience
You have a Bachelor's Degree