Bilingual Senior VIP Support Leader (Spanish/English)

Uber; Lisboa; Presencial; EUR 60 000 - 90 000; Tempo integral

Resumo da oferta

Uber in Lisbon is seeking a Senior COE Specialist II to lead Premium & VIP Support operations, guiding leaders of leaders and shaping white-glove service standards. You will manage high-value client engagements, coordinate cross-functional teams, and drive data-driven improvements in a 24/7 environment.

A hospitality mindset and strong bilingual communication are essential. This role emphasizes escalation governance, risk mitigation, and an ownership culture, with opportunities for bonuses and

Qualificações

• Minimum 2 years of direct people management experience.
• Experience in a high-volume retail, hospitality, or customer service environment.
• Proficiency in written and spoken English and Spanish.
• Willingness to support overnight operations, including weekends and holidays.

Responsabilidades

• Lead and Develop Leaders: mentor frontline team leaders and specialists.
• Operationalize High-Touch Strategy across VIP support channels and ensure a seamless experience.
• Drive Cross-Functional Alignment with Care, Operations, Supply, Tech and other stakeholders.
• Escalation Governance & Service Recovery for high-stakes cases, with focus on retention.
• Data-Driven Performance & Continuous Improvement using audits and feedback.
• Proactive Risk Mitigation through proactive outreach and triage protocols.
• Cultivate an Ownership Culture with accountability and hospitality-first excellence.

Conhecimentos

People management

VIP support

Bilingual EN/ES

Cross-functional leadership

Descrição da oferta de emprego

Uber in Lisbon is seeking a Senior COE Specialist II to lead Premium & VIP Support operations, guiding leaders of leaders and shaping white-glove service standards. You will manage high-value client engagements, coordinate cross-functional teams, and drive data-driven improvements in a 24/7 environment.

A hospitality mindset and strong bilingual communication are essential. This role emphasizes escalation governance, risk mitigation, and an ownership culture, with opportunities for bonuses and