Consumer Support Lead

About The Role

Within Uber's Community Operations - Platform Integrity org, this role focuses on improving how consumer-related actions are executed through support channels. The team drives initiatives to enhance the quality, consistency, and fairness of support-led actioning decisions globally. This role will have a direct impact on user trust by ensuring support experiences are accurate, equitable, and scalable.

What You Will Do

• Leverage data and AI-driven insights to identify gaps in support handling and consumer actioning quality
• Drive improvements to support workflows, tooling, and guidelines to enhance consistency and fairness
• Partner cross-functionally to scale AI-enabled solutions that improve support decision-making
• Define and track key metrics to measure quality and consumer experience impact
• Lead initiatives that elevate support experiences and strengthen consumer trust
  
  

Basic Qualifications

• 5+ years of experience in operations, support, trust & safety, or similar roles
• Strong analytical skills with experience using data to identify issues and drive improvements
• Proven experience working cross-functionally and influencing stakeholders
  
  

Preferred Qualifications

• Experience in support operations or support handling workflows (e.g., appeals, escalations, enforcement actions)
• Background in Trust & Safety, platform integrity, or risk operations
• Familiarity with fairness, bias mitigation, or quality frameworks
• Experience partnering with Product or building insights to influence tooling/automation
  
  

For Chicago, IL-based roles: The base salary range for this role is USD$146,000 per year - USD$162,000 per year. For New York, NY-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits., For Chicago, IL-based roles: The base salary range for this role is USD$146,000 per year - USD$162,000 per year. For New York, NY-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.