Supervisor de Atendimento Sr - Bilíngue

About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Within our Community Operations organization, Uber Greenlight locations help new drivers get on the road for the first time, build engagement with the platform over time, and serve as a logistics hub for drivers in their city Our Greenlight Team Leads are focused on empowering and investing in the continued success of our Greenlight Specialists 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:

1. Manage team performance, including terminations & drive results
2. Lead, coach, mentor, and motivate employees
3. Partner with Recruiting team on hiring
4. Compiles insights and feedback to surface to the business
5. Address and resolve escalations
6. Build and maintain internal and cross-functional stakeholder relationships
7. Drive accountability on policies and other guidelines
8. Audit your team's performance in partnership with Service quality members and guide towards progressive improvements; identify opportunities for additional training & development
9. May optimize processes and other non-management activities or strategic projects locally or within the region
10. Capable of managing, coaching, and developing team leads
11. Optimizing processes and other non-management activities or projects
12. Surfaces insights and customer feedback to the business
13. May support scheduling and attendance mgmt
14. coordinate to ensure the maintenance of the physical location, inventory, safety, EHS, working with property management and clearing services

Basic Qualifications

1. 2+ years of previous experience managing sufficiently complex operations, performance and business KPIs, stakeholders, and stakeholder situations
2. Experience in process improvement/continuous improvement
3. Advanced English - to be able to connect and work together with teams within LatAm

Preferred Qualifications

Experience managing customer experience projects

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [email protected].