Overnight Bilingual Senior Team Lead - Premium Support

Uber Technologies Inc.

Lisboa

Presencial

EUR 70.000 - 110.000

Jornada completa

14 días+

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Descripción de la vacante

Uber Technologies Inc. is seeking a Senior COE Specialist II to lead Premium & VIP Support operations in a fast-paced, 24/7 environment.

You will build and direct high-performing teams handling our most high-value clients and executive escalations, driving a white-glove service experience and strategic problem solving. You will partner with Care, Operations, Supply, and Tech to translate global policies into seamless customer experiences, while coaching leaders and maintaining service excellence

Formación

2+ years of direct people management experience.
Experience in high-volume retail, hospitality, or customer service.
Proficiency in English and Spanish for leadership and senior-level communications.

Responsabilidades

Lead and mentor frontline team leaders and specialists to drive premium service standards.
Translate global policies into seamless VIP support operations end-to-end.
Foster cross-functional relationships with Care, Operations, Supply, Tech for aligned actions during disruptions.
Oversee high-stakes escalations, ensuring fair, well-documented outcomes and customer retention.
Use performance data and audit insights to drive continuous process improvements.
Establish proactive outreach and triage protocols to prevent service failures for high-value clients.
Promote a culture of accountability, empathy, and hospitality-first excellence.