About the role and team
As a COE Team Lead I, you will lead a team of approximately 12-20 COE Specialists responsible for resolving Uber customers' most complex and challenging concerns. You will enable the team to deliver high-quality support and strong customer experiences.
You will combine people leadership with subject-matter expertise, supporting the team in applying sound problem-solving, decision-making, and case ownership. This role requires strong performance management, coaching, problem-solving, and stakeholder-management capabilities.
What you'll do
- Lead, motivate, and manage a team of approximately 12-20 COE Specialists delivering the highest tier of customer support through messaging and phone channels.
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Manage team performance, coach and develop Specialists, and reinforce accountability for customer experience, results, policies, and applicable guidelines.
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Serve as a subject-matter expert, helping the team navigate complex escalations and apply sound problem-solving, decision-making, and case ownership in an AI-assisted operating environment.
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Build productive partner relationships and coordinate with relevant teams when escalations require broader support.
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Maintain high standards of customer experience, attention to detail, and communication across the team's work.
Basic Qualifications
- (Internal) At least 1 year of experience of being an SME, Critical Escalations Support and / or prior people management experience.
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(External) At least 2 year of experience in team management in retail, hospitality, or customer service in-person or contact center environment.
Preferred Qualifications
- Demonstrated ability to manage performance, identify improvement opportunities, and drive consistent individual and team results.
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Strong people-leadership skills, including the ability to coach, mentor, motivate, and empower team members while building ownership and sound decision-making.
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Ability to build productive partner relationships and coordinate effectively across teams and stakeholders to resolve complex issues.
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Demonstrated ability to reinforce accountability for policies and applicable guidelines, and to ensure AI-assisted outputs receive appropriate human review.
Ready to Ride?
This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
