Safety Investigations Team Lead, Cairo Coe
7 months ago
**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, the Safety Investigations team provides fast and empathetic support to customers during critical moments.
Our Team Leads within Safety Investigations are focused on empowering and investing in the continued success of our agents 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'll Do**
- Lead, coach, mentor, and motivate employees navigating sensitive cases and fast paced environment to deliver on operational key performance indicators (KPIs) and Service Level Agreements (SLA)
- Employ critical thinking, emotional intelligence, and creative problem-solving skills to help employees navigate sensitive cases and high severity safety concerns
- Manage team performance and escalations
- Lead improvements on support logic and processes
- Audit team performance with Service Quality members
- Demonstrates excellent interpersonal skills and ability to establish trust to aid investigations into accidents and insurance loss as well as person-on-person allegations.
- Strong communication skills including the ability to listen effectively; to confidently and diplomatically express opinions and voice concerns with other team members; and to present effective written communication to varied audiences.
- Stay present and available for your team of 10-15 Critical Safety Agents; this includes covering the floor, answering questions, holding side by side coaching sessions, hosting weekly 1-on-1 meetings, and providing real-time feedback on performance
- Review daily incident reports for accuracy, clarity, and sufficiency
**What You'll Need**
- At least 2 years of urgent customer service support (prior experience handling urgent, sensitive issues) or 1 year of experience in a leadership role.
- Proficiency in Google Suite.
- Scheduling flexibility.
- Strong emotional regulation, communication, problem-solving, critical thinking and stakeholder management.
- Experience using SQL is a plus
- Proven project management experience (preferable)
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