COE Team Lead: 24/7 Customer Support Leader

Uber; Mabalacat; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Uber Philippines is seeking a COE Team Lead I to empower frontline agents in a 24/7 contact center. You will coach, set direction, and own operational excellence while supporting riders, drivers, and earners with clear, effective guidance.

This role requires resilience, strong communication, and the ability to translate complex support logic into actionable coaching plans and scalable processes. Offices require in-person presence at least 50% of the time.

Qualifications

• For Externals: At least 1 year of direct people management experience.
• For Internals: At least 1 year of leadership or SME experience.
• Experience in a retail, hospitality, or customer service environment preferred.

Responsibilities

• Lead, coach, and motivate a team of specialists to achieve high-performing results.
• Guide adherence to policies and manage performance metrics in a 24/7 setting.
• Navigate escalations and influence cross-functional partners for solutions.
• Identify patterns to build targeted coaching plans and drive improvements.
• Lead improvements on support logic and processes to enhance agent and customer experience.
• Perform root cause analysis on escalations and implement corrective actions.
• Collaborate with Recruiting and HR to hire, onboard, and develop the team.

Skills

People management

Leadership

Data-driven decision making

Tools

Google Suite

Basic PM tools

Job description

Uber Philippines is seeking a COE Team Lead I to empower frontline agents in a 24/7 contact center. You will coach, set direction, and own operational excellence while supporting riders, drivers, and earners with clear, effective guidance.

This role requires resilience, strong communication, and the ability to translate complex support logic into actionable coaching plans and scalable processes. Offices require in-person presence at least 50% of the time.