COE Specialist

About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support.

What You Candidate Will Do

• Demonstrate empathy while solving customer concerns
• Deliver high quality customer support and customer satisfaction while solving complex inbound or outbound customer issues which may not have a well documented procedure, and where relevant to the line of business, outbound phone support
• Work on both phone and ticket-based cases, if relevant, and resolve escalations
• May perform root cause analysis and present findings
• Highlight common ticket types / issues to Team Lead

Basic Qualifications

• FOR INTERNALS: At least 6 months of experience in customer service
• FOR EXTERNALS: At least 1 year of experience in customer service
• Comfortable operating in multiple modalities

Preferred Qualifications

• Communication
• Customer Centricity
• Executional Excellence
• Problem Solving
• Stakeholder Management
• Teamwork
• Planning & Organizing