Business Development Team Lead (B2B Customer Support)

Uber Technologies Inc.; São Paulo; Hybrid; BRL 170,000 - 260,000; Full time

Benefits offered by this job

Bonuses and equity

In-office collaboration

Job summary

Uber Technologies Inc. is seeking a Team Lead for Uber for Business to oversee a 10–14 agent B2B support team. You will balance real-time floor coaching with data analytics and stakeholder collaboration to deliver a world-class customer experience.

This hybrid leadership role requires coaching, performance management, and partnership with L&D, QA, WFM, Product, and Sales. You will drive continuous improvement and help define how Uber moves for corporate clients.

Qualifications

• At least 1 year of people management experience.
• Experience leading or supporting B2B support environments.
• Full proficiency in Portuguese and English (B2 or above).
• Strong interpersonal and motivational skills; demonstrated ability to coach and develop individuals and teams.
• Intermediate to advanced Google Sheets proficiency.
• Strong analytical skills and ability to use data to influence outcomes.

Responsibilities

• Manage, coach, and develop a high-performing B2B team composed of Business Development Specialists (I–III).
• Conduct 1:1s, huddles, team meetings, and drive personalized development plans aligned with U4B’s career pathing.
• Monitor agent KPIs (CSAT, AHT, Quality, NoSat, Adherence) and lead data-driven performance reviews.
• Promote a culture of ownership, continuous learning, and accountability.
• Oversee queue health and provide real-time support or reassignments across B2B tiers as needed.
• Identify trends in operational performance and lead corrective action plans in collaboration with SMEs and Operations Managers.
• Manage internal communication flows to ensure alignment on policy updates, workflows, and escalation protocols.
• Drive compliance with policies, including attendance, time tracking, and security/access governance.
• Collaborate with SMEs to analyze team-level performance metrics and produce weekly/monthly dashboards or presentations.
• Participate in and support WBRs, MBRs, and other stakeholder forums by providing synthesized team insights and summaries.
• Recommend policy, process, or tool improvements based on team observations and performance analysis.
• Partner with L&D, QA, WFM, CommOps, and Product to align on onboarding, training, queue configuration, and QA feedback.
• Act as a connector between agents and internal teams (Sales, Engineering, Risk, Legal) in escalated B2B cases.
• Collaborate in hiring, interviews, and shadowing processes for new joiners.
• Champion initiatives to increase employee morale, engagement, and recognition within the B2B team.
• Lead by example, promoting Uber’s values and contributing to a culture of inclusion, empathy, and performance.

Skills

People leadership

Data-driven decision making

Coaching

Cross-functional collaboration

Portuguese & English fluency

Tools

Salesforce

Jira

Slack

Bliss

Looker

Job description

About Uber

At Uber, we are reimagining the way the world moves for the better. Whether it’s rides, meals, deliveries, or corporate services, we use technology to create opportunity at global scale. WithUber for Business (U4B), we bring our innovation to the corporate world, offering companies powerful tools to manage transportation and meal delivery for their employees in over 600 cities.

About the Role

As aTeam Lead for Uber for Business, you will be responsible for theperformance, coaching, and development of a team of 10–14 agents who provide support to corporate clients across various B2B profiles: from general employee support to premium executive stakeholders.

This is ahybrid leadership role, requiring you to balance real-time floor support, coaching conversations, business analytics, and stakeholder collaboration. You will ensure your team delivers aworld-class experience across multiple customer types while driving continuous improvement in both performance and process.

What You’ll Do

Team Leadership & Performance Management

• Manage, coach, and develop a high-performing B2B team composed ofBusiness Development Specialists (I–III).


• Conduct1:1s, huddles, team meetings, and drive personalized development plans aligned with U4B’s career pathing.


• Monitor agent KPIs (CSAT, AHT, Quality, NoSat, Adherence) and leaddata-driven performance reviews.


• Promote a culture ofownership, continuous learning, and accountability.

Operational Oversight

• Oversee queue health and providereal-time support or reassignments across B2B tiers as needed.


• Identify trends in operational performance and leadcorrective action plans in collaboration with SMEs and Operations Managers.


• Manage internal communication flows to ensure alignment onpolicy updates, workflows, and escalation protocols.


• Drivecompliance with policies, including attendance, time tracking, and security/access governance.

Data & Insights

• Collaborate with SMEs to analyze team-level performance metrics andproduce weekly/monthly dashboards or presentations.


• Participate in and supportWBRs, MBRs, and other stakeholder forums by providing synthesized team insights and summaries.


• Recommendpolicy, process, or tool improvements based on team observations and performance analysis.

Stakeholder Collaboration

• Partner with L&D, QA, WFM, CommOps, and Product to align on onboarding, training, queue configuration, and QA feedback.


• Act as a connector between agents and internal teams (Sales, Engineering, Risk, Legal) in escalated B2B cases.


• Collaborate in hiring, interviews, and shadowing processes for new joiners.

Engagement & Culture

• Champion initiatives toincrease employee morale, engagement, and recognition within the B2B team.


• Lead by example, promoting Uber’s values and contributing to a culture of inclusion, empathy, and performance.

Basic Qualifications

• At least1 year of experience in people management or relevant leadership roles.


• Experience leading or supportingB2B support environments.


• Full proficiency in Portuguese andEnglish (B2 or above).


• Strong interpersonal and motivational skills; demonstrated ability to coach and develop individuals and teams.


• Intermediate to advancedGoogle Sheets proficiency.


• Strong analytical skills and ability to use data to influence outcomes.


• No active disciplinary actions or PIPs in the last 3 months.

Preferred Qualifications

• Familiarity withU4B tools and systems: Salesforce, Jira, Slack, Bliss, Looker.


• Experience withreport creation, metric interpretation, and executive presentations.


• Understanding of WFM principles and queue management best practices.


• Experience supporting multiple tiers of service (standard, end user, premium).


• Background in customer success, sales support, or operational excellence is a plus.

Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.