AV Remote Support Team Lead (Overnight Shift)

About The Role

The Customer Advocacy and Solutions (CAS) organization at Uber is responsible for delivering world-class customer support across all modalities. Within this organization, the AV Remote Support team operates at the intersection of operations and autonomy, providing real-time support to autonomous vehicles in live environments.

As an AV Remote Support Team Lead, you will be responsible for leading a team of AV Remote Support Specialists who manage complex, real-time AV scenarios. You will coach, develop, and support your team while ensuring safe and efficient AV operations. This role combines people leadership, operational excellence, and deep subject matter expertise in AV support systems.

This is an Overnight Shift with 100% onsite requirement in Phoenix, Arizona. The schedule is 10pm-7am Thursday-Monday. 

What You’ll Do

• Manage team performance and drive results, guide adherence to policies
• Lead, coach, mentor, and motivate employees
• Partner with Recruiting team on hiring
• Lead improvements on support logic and processes
• Address and resolve escalations or further escalate
• Maintain stakeholder relationships
• Drive accountability on policies and other guidelines
• Execute root causes analysis action plans from escalations and agent’s performance
• Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
• Complete administrative and HR related tasks for team

Basic Qualifications

• 1+ years of people management experience
• Experience managing teams that solve complex, real-time operational or technical support
• port scenarios.
• Experience working cross-functionally with engineering, product, and operations
   

Preferred Qualifications

• Ability to work in a dynamic environment with constantly evolving processes
• Experience leading a team in an AV, technical support, mobility / logistics, or real-time operations environment.
• Experience coaching teams based on judgement decision making vs process adherence
• Experience leading teams through pilots, launches or operational pilots
• Experience managing sensitive, high-impact or high risk customer interactions
• Strong written and verbal communication skills
• Strong project management and process improvement skills
• Strong analytical and data-driven decision-making skills