Service Team Lead I (QC)

About the Role: We are looking for a Team Leader for the BGC India Team who is passionate about people leadership, operational excellence, and driving team performance through meaningful insights and engagement. This role is pivotal in managing a team of 15 to 20 front-line specialists, maintaining Uber’s high operational and compliance standards, and ensuring a seamless identity verification experience for users across the platform.

What the candidate will do:

• Lead, mentor, and manage a team of 15 to 20 background check specialists, focusing on performance, engagement, and professional growth.

• Monitor and manage key operational metrics such as TPH, QA etc.

• Drive efficiency by identifying bottlenecks and opportunities for process improvement.

• Leverage basic data analytics (Google Sheets, dashboards, etc.) to track team performance and derive insights.

• Conduct regular 1:1s, coaching sessions, and performance reviews aligned with Uber’s people principles.

• Partner with cross-functional teams to maintain policy compliance and standard operating procedures.

• Promote team culture by creating a high-engagement environment that supports innovation, collaboration, and ownership.

• Ensure the team maintains Uber's customer obsession and operates with a problem-solving mindset.

• Manage staffing, scheduling, and shift operations in collaboration with workforce management.

Basic Qualifications: 

• 1+ years of experience in a people management or team leadership role or SME role managing agent performance & feedback directly or indirectly

• Basic proficiency in analytics tools (Excel, Google Sheets, data dashboards).

• Strong interpersonal and communication skills.

• Experience handling day-to-day performance metrics and business KPIs.

• Proven decision-making and problem-solving abilities in dynamic environments.

• Ability to work with multiple stakeholders and adapt to changing business needs.

• Passion for coaching, mentoring, and enabling team success.

Preferred Qualifications:

• Bachelor’s degree or equivalent work experience.

• Previous experience in trust & safety, background check operations, or similar compliance-based environments.

• Familiarity with SQL or advanced analytics tools is a plus.

• Familiarity with conducting detailed root cause analysis and remediation plans

• Experience leading initiatives that improved efficiency or engagement in an operations setup.

• Knowledge of Uber’s community operations tools, principles, or customer service workflows.

Team Leadership & Span Management Approach:

As a Team Leader with a span of 15 to 20 background check specialists, you will:

• Drive Efficiency: Optimize workflows, reduce friction, and continuously improve team productivity through insights and experimentation.

• Focus on Metrics: Regularly deep-dive into metrics to identify trends, performance gaps, and create action plans.

• Empower People: Create a growth environment through feedback, coaching, and learning opportunities that align with career paths.

• Elevate Quality: Uphold Uber’s standards by promoting compliance, consistency, and customer-first thinking.

• Foster Engagement: Build a connected team culture through transparency, recognition, and open communication.

• Operational Rigor: Own the performance narrative of the team with data-backed storytelling and a bias for execution.

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.