Greenlight Hub Supervisor, Pakistan (GLH)

  • Location:
  • Salary:
    negotiable
  • Posted:
    Uber Pakistan are looking for Greenlight Hub Supervisor, Pakistan (GLH) for various locations.
    About The Job Uber’s driver-partners are our most important customers, and we’re creating a best-in-class customer service experience for them. Green light locations help new driver-partners get on the road for the first time, build engagement with the platform over time, and provide a home base for the driver community. We are looking to build a team of rock stars for our Green light locations across Pakistan. We need people with strong communication and problem-solving skills, who don’t shy away from in-person interactions. Aside from helping customers, our support center is also used to educate and teach our customers - driver partners - how to best use our app. You’ll be expected to help review documents, provide exceptional support, and quickly adapt in an ever-growing business. This is a great opportunity to work with a top-notch Operations team and deep dive into our day-to-day-operations Additional Locations:
    • LOCATION-3-326: PAK Karachi
    • LOCATION-3-325: PAK Islamabad (Class 3 Shopping Center)
    • LOCATION-3-897: PAK Faisalabad (West Canal Road)
    What You’ll Do
    • Support Experts in delivering 5-star, on-brand, in-person support for our driver partners by helping tackle escalated issues on-ground
    • Improve processes on behalf of Uber Experts and partners to the GL program through project work
    • Hire, train, and lead a team of customer obsessed Experts and Supervisors to deliver world class support and build connection with customers.
    • Own all operational aspects of running all in-person support hubs in the city
    • Initiate and execute continual process improvement initiatives, to strengthen performance through process development and innovation.
    • Collect, analyze, and report on Greenlight performance data to senior leaders and stakeholders.
    • Consolidate and share customer insights to connect the business with our partners and advocate for customer experience improvements.
    • Keep Experts aware and updated on support policies by engaging with operations teams across the company and cascading the information through
    • Ensure that the facility is presentable and ready to receive driver partners
    • Improve processes on behalf of drivers partners to the GL program through project work
    What You’ll Need
    • A Bachelor’s Degree
    • At least 2 years of relevant experience
    • Have some experience in a high-volume, fast-paced customer facing role
    • You are customer-obsessed.
    • Make act and lead in a way that puts the customer experience first every time.
    • A process focused mindset - You understand the importance of consistency in best practice
    • Confidence in speaking - you will be the voice of Uber
    • Passion for helping others and creating support experiences that surprise and delight
    • Ability to break down complex problems, offer well thought-out recommendations and push problems to resolution with multiple stakeholders and decision-makers
    • Skilled at handling multiple tasks at once and you have the drive to see them to completion
    • Someone who is a leader and a team player - no task is too great or small.
    • You are self-motivated and a great team player
    • An interest in and passion for Uber
    Bonus points if
    • A masters degree
    • You have previous sales experience
    • You have previous customer support team management experience
    What You’ll Need
    • 2 Minimum Years of Experience with Customer Service, Retail, Banking

    " /> 2 weeks ago
  • Category:
    Customer Service and Support
  • Deadline:
    February 23, 2019
  • Job Level:
  • Languages:
    English, Urdu
  • Gender:
    Male, Female
  • Uber Pakistan are looking for Greenlight Hub Supervisor, Pakistan (GLH) for various locations.
    About The Job

    Uber’s driver-partners are our most important customers, and we’re creating a best-in-class customer service experience for them. Green light locations help new driver-partners get on the road for the first time, build engagement with the platform over time, and provide a home base for the driver community.

    We are looking to build a team of rock stars for our Green light locations across Pakistan. We need people with strong communication and problem-solving skills, who don’t shy away from in-person interactions. Aside from helping customers, our support center is also used to educate and teach our customers – driver partners – how to best use our app. You’ll be expected to help review documents, provide exceptional support, and quickly adapt in an ever-growing business. This is a great opportunity to work with a top-notch Operations team and deep dive into our day-to-day-operations

    Additional Locations:

    • LOCATION-3-326: PAK Karachi
    • LOCATION-3-325: PAK Islamabad (Class 3 Shopping Center)
    • LOCATION-3-897: PAK Faisalabad (West Canal Road)

    What You’ll Do

    • Support Experts in delivering 5-star, on-brand, in-person support for our driver partners by helping tackle escalated issues on-ground
    • Improve processes on behalf of Uber Experts and partners to the GL program through project work
    • Hire, train, and lead a team of customer obsessed Experts and Supervisors to deliver world class support and build connection with customers.
    • Own all operational aspects of running all in-person support hubs in the city
    • Initiate and execute continual process improvement initiatives, to strengthen performance through process development and innovation.
    • Collect, analyze, and report on Greenlight performance data to senior leaders and stakeholders.
    • Consolidate and share customer insights to connect the business with our partners and advocate for customer experience improvements.
    • Keep Experts aware and updated on support policies by engaging with operations teams across the company and cascading the information through
    • Ensure that the facility is presentable and ready to receive driver partners
    • Improve processes on behalf of drivers partners to the GL program through project work

    What You’ll Need

    • A Bachelor’s Degree
    • At least 2 years of relevant experience
    • Have some experience in a high-volume, fast-paced customer facing role
    • You are customer-obsessed.
    • Make act and lead in a way that puts the customer experience first every time.
    • A process focused mindset – You understand the importance of consistency in best practice
    • Confidence in speaking – you will be the voice of Uber
    • Passion for helping others and creating support experiences that surprise and delight
    • Ability to break down complex problems, offer well thought-out recommendations and push problems to resolution with multiple stakeholders and decision-makers
    • Skilled at handling multiple tasks at once and you have the drive to see them to completion
    • Someone who is a leader and a team player – no task is too great or small.
    • You are self-motivated and a great team player
    • An interest in and passion for Uber

    Bonus points if

    • A masters degree
    • You have previous sales experience
    • You have previous customer support team management experience

    What You’ll Need

    • 2 Minimum Years of Experience with Customer Service, Retail, Banking