About the Role

Uber for business in Taiwan is rapidly expanding, and positioned as the next star market to scale in the following years. We've been on a mission to create an Uber community within business organizations, leveraging our delightful Delivery and Mobility services to empower any organizations with the essence of Uber.

We #Build With Heart and #See The Forest And The Trees by continuing to think about the big picture while keeping the customer focus at the center of everything we do.

Build, operate, scale and improve Community Operations with a heavy focus on solving problems through data analytics and leading teams to deliver stellar outcomes. Continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing stakeholder relationships across the larger business to set the right expectations and deliver on them.

What You'll Do:

• Operations Management: Manage a team of Premium Support Specialists in (IND & TWN) and COE specialists (TWN) that provides B2B customer support via Email & Messaging modalities
• Process improvement: Identify operational and structural weaknesses and help improve existing or develop new processes and driving high compliance
• Program/project management: Be a multi-tasker, supporting projects across the LOB and you'll be the go to person for many key initiatives within the COE
• Problem Solving: Have a knack for solving problems and help the teams tackle B2B customer problems
• Subject matter expert in processes and products of Uber for Business
• Stakeholder management: Engage strategically with stakeholders, be it city function leads or vendors to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams.
• People Management: Be a great people manager, coaching the premium support specialist and specialist while building a positive team culture
• Clear communicator: You are a clear and concise communicator with the ability to synthesize a lot of information quickly, highlight the key takeaways, and disseminate actionable insights
• Explorer: The ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter attitude is a must!
• Balance attention to detail with swift execution: We need to do things quickly, and we need to do them well. Balancing those can be challenging, and this should be a strength
• A high bar across the board: From your own contributions, to the people you work with, to the products you work on
• Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment

The Experience You'll Bring:

• Excellent communication skills. At least 2+ years of Team Lead/people management experience
• Experience in other customer-centric B2B industries with background in sales, customer dedication, or retention is preferred
• High proficiency in Google Suite and can quickly learn new software or apps
• Effective mentoring skills that encourage and drive agents to reach their goals
• Analytical mindset - ability to dive into data to define areas for improvement.
• Ability to work with and motivate teams remotely to yield high productivity
• Extensive experience dealing with different markets (countries) and excellent adaptability to cultural differences