COE Specialist II

Overview

The Community Operations team at Uber is dedicated to addressing real-time challenges faced by riders, drivers, and merchants. As a COE Specialist II, you will be a vital part of the customer support engine, managing intricate and non-routine issues with empathy and precision to ensure that community members feel supported under any circumstances.

The environment is fast-paced and ever-changing, requiring resilience, calmness under pressure, and the ability to act swiftly without compromising quality. Candidates who embrace accountability for the customer experience and thrive amid ambiguity in a dynamic tech setting will excel in this role.

Responsibilities

• Handle complex customer problems across various communication channels, clarifying unclear situations for riders, drivers, and merchants.
• Provide compassionate, high-quality assistance through ticket and phone communications, resolving escalations lacking predefined solutions.
• Conduct root cause analysis on recurring issues and communicate actionable insights to leadership to drive platform-wide improvements.
• Detect and report emerging trends in ticket types to support and enhance global support processes.
• Maintain a balance between swift action and accuracy in a high-volume setting, making quick, thoughtful decisions to achieve performance targets.
• Work collaboratively across departments to resolve obstacles and foster long-term trust with the community.

Basic Qualifications

• Minimum of one year experience in high-volume retail, hospitality, or contact center environments (or six months for internal candidates).
• Ability to work physically from the designated Center of Excellence location.
• Experience interacting via multiple communication channels such as phone, chat, and email.
• Proficiency in multiple digital tools and general computer literacy.
• Clear verbal and written communication skills in the required local language.

Preferred Qualifications

• Demonstrated resilience and composure in high-pressure or emotionally charged situations.
• Experience in stakeholder management and influencing internal teams to resolve customer issues.
• Strong analytical skills to identify workflow inefficiencies and suggest improvements.
• Genuine passion for the Uber platform and interest in influencing the future of mobility.

Additional Information

Bonuses, equity options, and a variety of benefits may be available. Office attendance is crucial for collaboration and culture. Employees not approved for full remote work must spend at least half their working time in the office. Some positions, such as those at greenlight hubs, require full-time onsite presence.

Uber is an Equal Opportunity employer committed to inclusive hiring practices regardless of gender, sexual orientation, race, religion, disability, veteran status, age, or other protected categories. Accommodations for disabilities or special needs can be requested during the application process.