Business Development Team Lead (B2B Customer Support)

About Uber

At Uber, we are reimagining the way the world moves for the better. Whether it’s rides, meals, deliveries, or corporate services, we use technology to create opportunity at global scale. With Uber for Business (U4B), we bring our innovation to the corporate world, offering companies powerful tools to manage transportation and meal delivery for their employees in over 600 cities.

About the Role

As a Team Lead for Uber for Business, you will be responsible for the performance, coaching, and development of a team of 10–14 agents who provide support to corporate clients across various B2B profiles: from general employee support to premium executive stakeholders.

This is a hybrid leadership role, requiring you to balance real-time floor support, coaching conversations, business analytics, and stakeholder collaboration. You will ensure your team delivers a world-class experience across multiple customer types while driving continuous improvement in both performance and process.

What You’ll Do

Team Leadership & Performance Management

• Manage, coach, and develop a high-performing B2B team composed of Business Development Specialists (I–III).
• Conduct 1:1s, huddles, team meetings, and drive personalized development plans aligned with U4B’s career pathing.
• Monitor agent KPIs (CSAT, AHT, Quality, NoSat, Adherence) and lead data-driven performance reviews.
• Promote a culture of ownership, continuous learning, and accountability.

Operational Oversight

• Oversee queue health and provide real-time support or reassignments across B2B tiers as needed.
• Identify trends in operational performance and lead corrective action plans in collaboration with SMEs and Operations Managers.
• Manage internal communication flows to ensure alignment on policy updates, workflows, and escalation protocols.
• Drive compliance with policies, including attendance, time tracking, and security/access governance.

Data & Insights

• Collaborate with SMEs to analyze team-level performance metrics and produce weekly/monthly dashboards or presentations.
• Participate in and support WBRs, MBRs, and other stakeholder forums by providing synthesized team insights and summaries.
• Recommend policy, process, or tool improvements based on team observations and performance analysis.

Stakeholder Collaboration

• Partner with L&D, QA, WFM, CommOps, and Product to align on onboarding, training, queue configuration, and QA feedback.
• Act as a connector between agents and internal teams (Sales, Engineering, Risk, Legal) in escalated B2B cases.
• Collaborate in hiring, interviews, and shadowing processes for new joiners.

Engagement & Culture

• Champion initiatives to increase employee morale, engagement, and recognition within the B2B team.
• Lead by example, promoting Uber’s values and contributing to a culture of inclusion, empathy, and performance.

Basic Qualifications

• At least 1 year of experience in people management or relevant leadership roles.
• Experience leading or supporting B2B support environments.
• Full proficiency in Portuguese and English (B2 or above).
• Strong interpersonal and motivational skills; demonstrated ability to coach and develop individuals and teams.
• Intermediate to advanced Google Sheets proficiency.
• Strong analytical skills and ability to use data to influence outcomes.
• No active disciplinary actions or PIPs in the last 3 months.

Preferred Qualifications

• Familiarity with U4B tools and systems: Salesforce, Jira, Slack, Bliss, Looker.
• Experience with report creation, metric interpretation, and executive presentations.
• Understanding of WFM principles and queue management best practices.
• Experience supporting multiple tiers of service (standard, end user, premium).
• Background in customer success, sales support, or operational excellence is a plus.