Greenlight Supervisor - Cebu

PH-RIZ-Taguig City
Department
Operations & Launch - City Operations

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

Uber’s partner-drivers are some of Uber’s most important customers and the Greenlight Hub Supervisor is responsible for building and leading a best in class customer service experience for our drivers. Based in your city’s Hub, you'll lead a team of Uber Experts to support existing partner-drivers and educate and excite potential partners about the life-changing flexibility & freedom of the Uber platform.


As a key member of the Philippines Greenlight Hub team, you will be responsible for leading a strong performing team of Uber Experts and running the centre on a day-to-day basis. This includes functions such as onboarding new partner-drivers through induction sessions and running Office Hours sessions where the Uber team resolves questions partners may have with any aspect of driving on the Uber platform.

You will ideally have highly refined people skills, and an deep understanding of what is required to run a high-pace retail or hospitality-style operation. You will work closely with the wider Uber Philippines team to make continuous process improvements to improve the end-to-end experience for visitors to your Greenlight Hub as well as your team. Strong process management, a passion for customer service and communication skills are required.

Perks

What You'll Do

  • Lead a team of sales and support-focused Uber Experts to educate partners and deliver a customer-obsessed experience in your Greenlight Hub
  • Schedule and coordinate the many and varied day-to-day operations in your location
  • Owning and reporting on metrics of customer and team satisfaction as well as operational performance
  • Driving performance improvements and overcoming issues through innovative and practical solutions
  • Hiring, training, supporting and leading Uber Experts of various experience levels
  • Cultivating the global Uber brand whilst celebrating your city’s individuality

 

What You'll Need

  • At least 3 years customer experience and people management, or Customer Support lead type experience.
  • Demonstrated background in solving complex customer problems
  • Advanced English level
  • Advanced Excel and data interpretation skills: Ability to understand & create charts, graphs, and pivot tables
  • Tech savvy
  • You have previous customer support team management experience
  • Bonus points if:
    • You have previous sales experience

 

About the Team

 

At Uber, support is more than just answering questions. It’s about using the information customers give us as insights to help Uber grow. Moreover, providing amazing support that establishes trust within our community—riders, driver partners, UberEATS customers and delivery partners—is at the centre of the Uber customer experience. We’re obsessed about providing the highest quality service, in the smartest way. And for Uber to continue its growth and success, we need to be able to not only improve but also scale our fast-growing support operations.

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