Service Team Lead I (QC)

About the role

The Service Team Lead I (QC) role sits within Uber’s Community Operations organization in Hyderabad, Telangana, India, and is posted as Remote. You will lead and coach a team of quality specialists or content creators, balancing technical oversight with human leadership to drive performance metrics and team wellbeing. Day-to-day, you’ll manage KPIs, resolve high-priority escalations, partner with recruiting and stakeholders, and—on the QC track—oversee audits, root cause analysis, and calibration meetings to improve global support quality.

What you’ll do

• Lead, coach, mentor, and motivate employees, providing the feedback and resources necessary to build a high-performing team and a leadership bench for Uber.
• Manage team performance and drive results against critical KPIs, ensuring every team member is aligned with Uber’s mission and values.
• Partner with the Recruiting team to identify and hire diverse talent that possesses both the technical skill and the mindset to thrive in a fast-paced environment.
• Act as a subject matter expert in your functional area, resolving high-priority escalations and maintaining strong relationships with internal stakeholders.
• Drive accountability on policies and guidelines, ensuring the team operates with integrity while supporting project work and process improvements.
• QC Track: oversee audits or investigations and make recommendations to relevant clients; manage data and root cause analysis to recommend preventive measures; present trends and defects to business le

What you’ll bring

• Work experience in retail, hospitality, or customer service (in-person or contact center environment).
• For internal candidates: at least 1 year of informal leadership or Subject Matter Expert (SME) experience.
• For external candidates: at least 1 year of direct people management experience.
• Basic project management skills.
• Proficiency in Google Suite.
• Communication, punctuality, problem-solving, coaching & development, empathy, operational excellence, and stakeholder management.

Nice to have

• Demonstrated ability to stay resilient and adaptable when navigating shifting priorities or messy operational challenges.
• Strong communication and empathy skills with a proven track record of coaching and developing teams to exceed targets.
• Experience in stakeholder management, specifically the ability to influence without authority and earn trust fast in a global organization.
• QC Track: a mindset of curiosity and systems thinking—looking for the root cause of failures rather than just treating symptoms.
• Content Track: exceptional writing and editing skills with a focus on translating complex policy into simple, actionable agent content.

Skills

Benefits

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits.