Team Lead - USandC SoRT

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About The Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - its an organisation that touches every part of Uber!

About The Role

SoRT works on any queries/concerns raised on Social Media, namely Twitter, Facebook, and Instagram. We are directly involved in upholding the brand image by providing excellent support on social media platforms.

The Social Media Response Team (SoRT) is a fast-paced and diverse team that provides social media support for Uber rides & EATS businesses. This teams primary objective is to address social media concerns within SLA, analyze the root cause, and provide valuable insights to internal partners as the VOC (Voice of Customer).

Your Impact In Role

• Provide direction and mentor in relation to performance KPIs, including customer-facing and business metrics
• Work with SoRT Manager on process improvement initiatives and be an active contributor
• Own the WBR with the team members and develop a continuous improvement culture
• Responsible for their LOBs response SLAs, 1 Star Emoji Rate, and CSAT goals
• Content creation for social media responses
• Work on specific projects in close coordination with relevant partners when required
• Engage with partners on a regular basis and build relationships
• Respect individual opinions, encourage and develop open feedback and an ownership-based environment
• Ensure team meets metric
  
  

• 2+ years of experience in people management
• Proficient verbal and written communication skills
• Strong stakeholder management skills
• Open to working in 24X7 support, understands the need for continuous coverage, and is able to empower their team to do the same
• Bachelors degree
  
  

• Experience in mentoring new hires and coordinating their onboarding
• Social Media process knowledge