COE Team Lead (SoRT) USC

About The Role

SoRT works on any queries / concerns raised on Social Media, namely Twitter, Facebook, and Instagram. We are directly involved in upholding the brand image by providing excellent support on social media platforms.

The Social Media Response Team (SoRT) is a fast-paced and diverse team that provides social media support for Uber rides & EATS businesses. This team's primary objective is to address social media concerns within SLA, analyze the root cause, and provide valuable insights to internal partners as the VOC (Voice of Customer).

What The Candidate Will Need / Bonus Points

• What the Candidate Will Do
• Provide direction and mentor in relation to performance KPIs, including customer-facing and business metrics
• Work with SoRT Manager on process improvement initiatives and be an active contributor
• Own the WBR with the team members and develop a continuous improvement culture
• Responsible for their LOB's response SLAs, 1 Star Emoji Rate, and CSAT goals
• Content creation for social media responses
• Work on specific projects in close coordination with relevant partners when required
• Engage with partners on a regular basis and build relationships
• Respect individual opinions, encourage and develop open feedback and an ownership-based environment
• Ensure team meets metrics
• Basic Qualifications

Graduate

2+ years of experience

Strong People and Partner leadership skills

Skills Required

Analytical Skills, google sheets , Sql