Senior Customer Support Leader

About the Role

We are looking for a Senior Customer Support Lead to oversee our operations, focusing on critical support and operational continuity. This critical role requires a strategic leader dedicated to maintaining high standards, ensuring excellent service and safety for both our users and team.

What the Candidate Will Do

• Oversee operations in Malaysia, implementing strategies to ensure operational excellence.
• Lead and mentor a team to meet and exceed operational KPIs while fostering a culture of teamwork and responsiveness across multiple locations.
• Analyze operational data to identify trends and develop strategies for improvement.
• Handle escalated issues efficiently, providing solutions that maintain service quality and customer experience.
• Promote a culture of 'safety first' and uphold company values
• Engage strategically with stakeholders, be it city function leads or vendors to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams.
• Be a great people manager, coaching and developing the agent teams while building a solid team culture.
• Be a multi-tasker, supporting projects across the business and you’ll be the go to person for many key initiatives within the team

Basic Qualifications

• At least 5 years of experience in operations or managing team leaders.
• Native Japanese or Mandarin Chinese speaker with exceptional English written and verbal communication skills.
• Must be based in Malaysia.
• Demonstrated ability to lead teams through complex situations and achieve operational targets.
• Strong analytical skills with a proven track record in process improvement.
• Excellent problem-solving abilities, capable of managing crises and making decisions under pressure.

Preferred Qualifications

• Superior communication skills, able to effectively liaise with multiple levels of the organization.

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Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

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

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.