COE Team Lead I

About the role

As a COE Team Lead I at Uber you will lead a team of specialists in a 24/7 contact‑center environment, ensuring riders, drivers and earners receive high‑quality support while driving operational excellence.

Key responsibilities

• Lead, coach and motivate a team of specialists to achieve high‑performing results.
• Drive accountability by enforcing policies and managing performance metrics.
• Resolve complex escalations and collaborate with cross‑functional partners for solutions.
• Analyze performance and service‑quality data to create targeted coaching plans.
• Improve support logic and processes to enhance agent and customer experience.
• Conduct root‑cause analysis on escalations and performance gaps, implementing preventative action plans.
• Partner with Recruiting and HR to hire, onboard and develop a diverse team aligned with Uber’s values.

Required profile

• At least 1 year of direct people‑management experience (or leadership/SME experience for internal candidates).
• Background in retail, hospitality or customer‑service environments; contact‑center experience preferred.
• Proficiency with Google Suite and basic project‑management skills.
• Willingness to work flexible hours, including nights, weekends and holidays, in a 24/7 setting.

Required skills

• Google Suite