{"id":3339908,"url":"https://alion.io/job/uber-senior-customer-support-leader","title":"Senior Customer Support Leader","company":{"id":230,"name":"Uber","domain":"uber.com","url":"https://alion.io/company/uber","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":88,"open_postings":137,"ghost_share":0.029,"stale_share":0.555,"repost_share":0.088,"time_to_fill_p50_days":12,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-10-27T10:30:14Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-31T18:42:27Z","board_verified":false,"closed_at":"2026-10-31T18:42:27Z","days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"About the Role\nWe are looking for a Senior Customer Support Lead to oversee our operations, focusing on critical support and operational continuity. This critical role requires a strategic leader dedicated to maintaining high standards, ensuring excellent service and safety for both our users and team.\nWhat the Candidate Will Do\nOversee operations in Malaysia, implementing strategies to ensure operational excellence.\nLead and mentor a team to meet and exceed operational KPIs while fostering a culture of teamwork and responsiveness across multiple locations.\nAnalyze operational data to identify trends and develop strategies for improvement.\nHandle escalated issues efficiently, providing solutions that maintain service quality and customer experience.\nPromote a culture of 'safety first' and uphold company values\nEngage strategically with stakeholders, be it city function leads or vendors to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams.\nBe a great people manager, coaching and developing the agent teams while building a solid team culture.\nBe a multi-tasker, supporting projects across the business and you’ll be the go to person for many key initiatives within the team\nBasic Qualifications\nAt least 5 years of experience in operations or managing team leaders.\nNative Japanese or Mandarin Chinese speaker with exceptional English written and verbal communication skills.\nMust be based in Malaysia. \nDemonstrated ability to lead teams through complex situations and achieve operational targets.\nStrong analytical skills with a proven track record in process improvement.\nExcellent problem-solving abilities, capable of managing crises and making decisions under pressure.\nPreferred Qualifications\nSuperior communication skills, able to effectively liaise with multiple levels of the organization.\n ~~ 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