Merchant Expert COE Team Lead I

Uber; Fatih; Hybrid; TRY 400,000 - 650,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits

Job summary

Uber Technologies Inc. is seeking a COE Team Lead I in Turkey to empower a 24/7 contact center team serving riders, drivers, and earners. You will lead with clarity, coach for high performance, and own escalations with cross-functional influence.

This role demands resilience, a data-driven mindset, and a commitment to operational excellence. Responsibilities include coaching specialists, managing performance metrics, and partnering with Recruiting and HR to build a diverse, capable team aligned

Qualifications

• Minimum 1 year direct people management experience.
• Experience in retail, hospitality or contact center.
• Proficiency with Google Suite and basic project management.

Responsibilities

• Lead, coach, and motivate a team of specialists with urgency to achieve high-performing results.
• Drive accountability and performance metrics in a 24/7 environment.
• Navigate escalations and influence cross-functional partners for solutions.
• Identify patterns in performance to build targeted coaching plans and improve service quality.
• Lead improvements on support logic and processes to enhance agent and customer experience.
• Lead root cause analyses on escalations and implement preventive actions.
• Collaborate with Recruiting and HR to hire, onboard, and develop the team.

Skills

Turkish

English

People management

Customer service

Tools

Google Workspace

Project management

Job description

About the role and team

Leading at Uber means setting direction in motion, not waiting for perfect conditions. As a COE Team Lead I, you are responsible for empowering the people who power our platform 24/7. This isn’t a passive management role—you are on the front lines of career-defining work, investing in the success of your agents and building the next wave of Uber leaders. You’ll navigate the high-stakes reality of a contact management center, ensuring our riders, drivers, and earners are well taken care of while carrying the weight of team performance and operational excellence.

The pace is intense and the stakes are high, but the impact is real. You’ll need to lead with clarity and heart, making hard calls under pressure and turning complex support logic into actionable guidance for your team. We are looking for resilient, resourceful leaders who thrive in challenge and are motivated by the opportunity to raise the bar for service and team dynamics every single day.

What you’ll do

• Lead, coach, and motivate a team of specialists, moving with urgency to turn individual potential into high-performing collective results.
• Drive accountability and results by guiding adherence to policies and managing performance metrics in a fast-moving, 24/7 environment.
• Navigate tension and resolve complex escalations, knowing when to take ownership of a problem and when to influence cross-functional partners for a solution.
• Identify patterns in team performance and service quality audits to build targeted coaching plans and drive progressive improvements.
• Lead improvements on support logic and processes, simplifying the "messy" reality of operations to enhance both the agent and customer experience.
• Execute root cause analysis on escalations and performance gaps, implementing action plans that prevent future friction.
• Collaborate with Recruiting and HR partners to hire, onboard, and develop a diverse team aligned with Uber’s mindset and values.

Basic Qualifications

• Proficiency in Turkish and English.
• For Externals: At least 1 year of direct people management experience.
• For Internals: At least 1 year of leadership or Subject Matter Expert (SME) experience.
• Experience in a retail, hospitality, or customer service environment (contact center experience preferred).
• Proficiency in Google Suite and basic project management skills.
• Flexibility to work within a 24/7 environment, including nights, weekends, and holidays.

Preferred Qualifications

• Proven ability to build trust and transparency across teams while managing conflicting priorities and stakeholder relationships.
• Experience using data and audit results to drive measurable performance improvements and identify training opportunities.
• High adaptability and a "go-get-it" attitude, with the ability to stay steady in a rapidly changing technical and operational landscape.
• Strong systems thinking approach to simplify complex problems and improve overall operational efficiency.

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.