COE Team Lead I at Uber in Heredia, Heredia Province, Costa Rica

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

• 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.