Merchant Expert Team Lead - 24/7 Customer Support

Uber; Şile; On-site; TRY 320,000 - 520,000; Full time

Job summary

Uber is seeking a COE Team Lead I to empower a 24/7 support team serving riders, drivers, and earners. You will coach and develop agents, own performance outcomes, and translate complex rules into clear guidance under pressure.

You’ll analyze patterns, drive improvements, and partner with HR and Recruiting to hire and develop a diverse team aligned with Uber’s values. This role involves in-office presence in Marmara Bölgesi, Şile.

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.

Responsibilities

• 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.

Skills

Turkish proficiency

English proficiency

People management

Leadership

Customer service

Google Suite

Project management

Tools

Google Suite

Project management tools

Job description

Uber is seeking a COE Team Lead I to empower a 24/7 support team serving riders, drivers, and earners. You will coach and develop agents, own performance outcomes, and translate complex rules into clear guidance under pressure.

You’ll analyze patterns, drive improvements, and partner with HR and Recruiting to hire and develop a diverse team aligned with Uber’s values. This role involves in-office presence in Marmara Bölgesi, Şile.