Customer Support • Senior

Who you are

You have at least 5 years of experience in operations or managing team leaders, demonstrating your ability to lead teams through complex challenges. As a native Japanese or Mandarin Chinese speaker, you possess exceptional English written and verbal communication skills, which enable you to engage effectively with diverse stakeholders. Your experience in customer support operations has equipped you with the skills to analyze operational data and identify trends for improvement. You are dedicated to fostering a culture of teamwork and responsiveness across multiple locations, ensuring that your team meets and exceeds operational KPIs.

You are a strategic thinker who prioritizes safety and service quality, promoting a culture of 'safety first' within your team. Your ability to handle escalated issues efficiently showcases your problem-solving skills and commitment to maintaining a high standard of customer experience. As a great people manager, you excel at coaching and developing agent teams, building a solid team culture that encourages collaboration and growth.

What you'll do

In this role, you will oversee operations in Malaysia, implementing strategies to ensure operational excellence. You will lead and mentor a team, fostering a culture of teamwork and responsiveness while analyzing operational data to identify trends and develop strategies for improvement. Handling escalated issues efficiently will be a key part of your responsibilities, as you provide solutions that maintain service quality and enhance the customer experience.

You will engage strategically with stakeholders, including city function leads and vendors, to influence business goals and priorities. Your role will also involve collaborating with central global teams to improve internal tools and the overall user experience. You will support projects across the business, becoming the go-to person for key initiatives within the team. Your leadership will be crucial in ensuring that your team operates effectively and meets the high standards expected by Uber.

What we offer

Uber offers a dynamic work environment where you can make a significant impact on customer support operations. You will have the opportunity to work with a diverse team and contribute to the company's mission of providing excellent service and safety for users. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.