Greenlight (branch) Supervisor  

About the role:

Uber has found a strong product-market fit with its world-changing service, but we’re still inventing our business every day. We’re seeking site coordinators to help build a global network of in-person driver-partner support centers.

Uber’s driver-partners are our most important customers, and we’re building a best-in-class customer service experience for them. Greenlight Locations (GLs) help new partners get on the road for the first time, build engagement with the platform over time, and provide a home base for the driver community.

The GL Supervisor is responsible for managing day-to-day operations of the Center, and leading a team of Uber Customer Service Officer. In this role, you will lead Uber Customer Service Officer by example on how best to build Uber’s relationship with partners, support their operational needs, and manage the day-to-day operations of the GL.

What you’ll do:

• Support the daily operations through operational oversight and analysis
• Handle escalations of more difficult support interactions
• Manage scheduling, attendance, and general administration of Uber Customer Service Officer
• Train, coach, and guide Uber Customer Service Officer to drive quality and efficiency metrics
• Own facility issues such as supplies, utilities, and branding
• Improve processes on behalf of Uber Customer Service Officer and partners
• Actively contribute to the GL program through project work

Here are the kinds of skills we’re looking for:

• Must have have a Bachelor’s degree with a minimum of 3+ years of relevant experience in Sales, Retail, or Service team management.
• Customer support team management experience strongly preferred
• Demonstrated background in solving complex customer problems
• A problem solver. You’re ready to tackle complex customer problems without hesitation.
• A mentor. You're able to guide and coach your team to improve performance effectively.
• Independent. You’re ready to manage a GL while balancing multiple priorities.
• Analytical. You use metrics and data to guide and drive your decisions
• Solid verbal and written communication skills.
• Literate in SQL and Excel or another data management tool preferred, but not required.