Merchant Expert Team Lead I — 24/7 Ops & Equity

Uber; Turkey; On-site; TRY 500,000 - 800,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits

Job summary

Uber in Turkey is seeking a COE Team Lead I to empower a 24/7 contact center crew, ensuring riders, drivers, and earners receive exceptional support. You’ll coach a team of specialists, tighten adherence to policies, and drive performance with clear coaching plans and audits.

The role requires strong Turkish and English, hands-on leadership, and the ability to resolve escalations while partnering with cross-functional teams to improve service quality and operations.

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 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

English

People management

Tools

Google Suite

Basic Project Management

Job description

Uber in Turkey is seeking a COE Team Lead I to empower a 24/7 contact center crew, ensuring riders, drivers, and earners receive exceptional support. You’ll coach a team of specialists, tighten adherence to policies, and drive performance with clear coaching plans and audits.

The role requires strong Turkish and English, hands-on leadership, and the ability to resolve escalations while partnering with cross-functional teams to improve service quality and operations.