German Team Leader - Customer Support

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

As a Team Leader, you will manage a team of Community Support Representatives that are responsible for helping and educating both riders and drivers. We help people resolve their issues and turn unhappy users into our most passionate evangelists.

What you'll do

-Point of contact for the team and liaison between the team and country operations
-Queue management - help manage scheduling and priorities to make sure we the queue stays under control at all times
-Quality management - facilitating QA and close the loop talks
-Shift and holiday planning
-Facilitate and assist the team to achieve operational excellence
-Consolidate and structure business insights for operations and engineering
-Keep the team motivated
-Inspire the team to become more awesome
-Manage and help develop your team mates
-Facilitate training of new joiners
-Be a mentor for new team members when they join the team


What you'll need

-Fluent in German
-Good knowledge of English (written and spoken)
-Currently living in Lisbon or willing to move
-High proficiency using computers (typing, quickly navigating between various tools)
-Exceptional reading comprehension and writing skills. Must be able to connect what users are asking for with answers to their true issues.
-Exceptional communication skills. Your communication style is flexible to the situation. From communicating updates to your team, to discussing metrics with key stakeholders, or presenting to management, you communicate clearly and with a purpose.
-Incredible empathy and understanding of both riders and driver partners alike. You will be an excellent advocate for Uber's users and are passionate about the community experience.
-Passion for helping others and creating support experiences that exceed users’ expectations.
-Ability to troubleshoot problems and find speedy resolutions.
-Skilled at handling multiple issues at once to efficiently solve a large number of inquiries.
-Experience in leading and managing teams
-Must work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users.
-You’re an Uber evangelist — you care deeply about the product and getting others excited to use Uber.
-Bachelor's degree or college experience preferred but not mandatory
Support experience in a high-volume environment, including service industries, retail, hospitality or other support environments preferred but not mandatory
-Availability to work in rotating shifts from Monday to Sunday