CSR Team Lead - Czech & Slovak

4 months ago
PL-MA-Krakow
Department
Global Community Operations - Community Operations
PL-MA-Krakow
Requisition Post Information* : External Company Name
Uber Technologies, Inc.
Requisition Post Information* : External Company URL
www.uber.com

Uber Overview

About Uber

 

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 autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

 

Job Description

At Uber, providing amazing customer 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 believe in providing the highest quality service executed in the smartest, most efficient way.

 

Community Operations is pioneering how Uber manages rider and driver partner support around the globe and we’re looking for a Customer Support Representative Team Lead) (you!), to develop support efforts and lead a Czech and Slovak team within our Krakow Center of Excellence (COE).  Uber COEs are contact management centers dedicated to providing world-class customer support to riders and drivers.  Uber relies on the COEs to provide support for our community’s toughest issues and provide an environment to pilot support for new products or test new support modalities or processes.

 

This role will have a heavy focus on leading people and continuous process improvement. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally driven individuals.  

 

What you’ll be doing:

 

  • Lead, motivate, and develop high performing team of Community Support Representatives (CSRs) supporting riders and drivers in Czech Republic and Slovakia within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs)
  • Stay present and available for your team, answering questions, and providing real-time feedback
  • Act as a Subject Matter Expert (SME). Identify trending issues head-on and guide CSRs do the same in their daily work
  • Coach CSRs and drive performance to serve our rider and driver communities; identify opportunities for additional training & development
  • Be a point of contact for the team and liaison  between the team and country operations
  • Manage scheduling and administration support for the team, including shift and holiday planning
  • Drive quality improvement initiatives
  • Facilitate and assist the team to achieve operational excellence
  • Consolidate and structure business insights for operations and engineering

 

What you need to know/have:

 

  • Fluency in Czech and Slovak languages
  • Bachelor’s degree, Master's degree preferred
  • Willingness to work weekends, early mornings, late nights, and holidays
  • 1-2 years of leadership experience leading and managing diverse teams and individuals
  • Proven ability to lead effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations
  • Leading by example - maintain a positive, can-do attitude and encourage others to do the same
  • Comfortable delivering tough feedback - you’ll need to tune into CSRs’ performance, give reinforcing feedback where necessary, and offer critical feedback for growth opportunities as they arise.
  • Exceptional written and verbal communication skills
  • Optimistic leadership - you have an enthusiastic attitude and are passionate about making magic for our communities. You view every support interaction as a chance to impact our riders and driver partners in a positive way

 

Bonus points if you have:

  • Experience in service, retail, customer support, manufacturing or distribution in a high-volume and extremely fast-paced environment  
  • Experience rallying individuals behind a cause, such as coaching athletics or after-school tutoring and mentor programs

 

Perks

Uber is an equal opportunity employer and enthusiastically encourages people from a wide variety of backgrounds and experiences to apply. Uber does not discriminate on the basis of race, color, religion, sex (including pregnancy), gender, national origin, citizenship, age, mental or physical disability, veteran status, marital status, sexual orientation or any other basis prohibited by law.

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