A global transportation company is seeking a Senior Team Lead - Escalations in Limerick, Ireland. The role involves leading and mentoring support teams, driving operational improvements and managing performance metrics. Candidates should have proven leadership experience in customer service environments, a passion for process optimization, and strong analytical skills. This is a critical role designed to enhance operational excellence and support Ubers community of riders and driver partners. #J-18808-Ljbffr
Senior Team Lead - Escalations – Join Uber. About The Role At Uber, we provide excellent support that establishes trust for riders and partner drivers in our community. This managerial roleGi Centre Of Excellence focuses on people management, data analytics, and continuous process improvement. The Senior Team Leader will lead and mentor our support teams, innovate large‑scale partner initiatives, and drive strategic and tactical improvements. What You’ll Do Scale support in an innovative way at a company that is growing rapidly and changing constantly. Proactively lead, motivate, and develop high‑performing teams within a time‑sensitive and exciting environment to deliver operational KPIs & SLAs. Set up career development plans, manage up to 3–5 Team Leads, and help develop them into people managers; each lead manages 10–15 front‑line team members. Dive deep into performance data and make data‑driven decisions, deploying process improvements based on analysis and risk tolerance. Act as a passionate advocate for riders and driver partners and answer any questions that arise in a fast‑moving environment. Listen attentively to the voice of Uber’s community and provide feedback to the rest of the company. Maintain extensive knowledge of your team’s processes and policies. Drive continuous process improvement within your line of business and the Centre of Excellence. Ensure collaboration across engineering and operations teams to improve internal tools and user experience. Lead operational excellence projects. Basic Qualifications Have demonstrated strong leadership skills and experience as a Team Leader at Uber. Minimum 2 years in a customer service environment with people‑management responsibility. Experience in fast‑paced, large‑scale customer service settings. Love for process optimisation and drive to experiment with support workflows. Data‑driven analytical mindset – ability to interrogate spreadsheets and derive actionable insights. Empathy for riders and driver partners; steadfast advocacy for the Uber community. Cal hub under pressure with solid organizational skills and strong follow‑through. Natural curiosity and continuous learning; enjoy testing support strategies and tracking results. Word‑savvy – eloquent, can adapt tone for riders, drivers, or internal stakeholders. Excellent written and verbal communication skills. Ability to work and communicate cross‑functionally. Preferred Qualifications Proven track record delivering operational and customer service initiatives. taip Prior professional experience with optimisation, process/systematic organisation, programme or project management. #J-18808-Ljbffr
