Customer Support Trainer (Mandarin Speaker)

About the role and team

Community Operations at Uber is where real people solve real problems in real time. The Learning Team provides strategic development opportunities to build the knowledge and skills necessary to empower a customer-obsessed organization. We bridge the digital and real worlds by developing curricula and deploying instructor-led trainings across the customer support network to ensure excellence is the norm.

This role is for those who thrive in an intense, fast-paced environment where the stakes are high and answers aren't always clear. You will need to balance empathy with action, moving with urgency and care to help our agents grow through the challenge. If you are sharp, steady, and motivated by helping others do career-defining work, this is where you will grow.

What you’ll do

• Teach “train the trainer” trainings to turn uncertainty into clarity through speed and sound judgment.
• Analyze, design, and build simple learning experiences modified for region, ensuring performance and scale are never separated.
• Align learning experiences to objectives rooted in Adult Learning Principles and Instructional Design to solve messy, high-impact problems.
• Work with SMEs and cross-functional partners to identify learning needs and resolve blockers in a fast-changing environment.
• Create SOP (standard operating procedure) trainings for new businesses or vendor needs while navigating shifting priorities.
• Own your work end-to-end, from the first design doc to delivering practical solutions that move the business forward.
• Communicate clearly and stay resilient when navigating internal complexity to deliver solutions that scale.

Basic Qualifications

• Native Fluency in Traditional Mandarin.
• At least 2 years of experience in training or development.
• Previous facilitation and presentation experience.
• Professional experience in business or creative writing.
• Experience in learning design or graphic design.
• Relevant training certifications or equivalent professional credentials.
• High school diploma or equivalent professional experience.

Preferred Qualifications

• Systems thinking mindset with the ability to navigate constant change and high ambiguity.
• Proven stakeholder management and project management skills in a global environment.
• Resilience and the ability to stay sharp and think critically while managing multiple priorities.
• Experience working cross-functionally to influence without authority and achieve shared goals.