Subject Matter Expert III - HCV Costa Rica

ABOUT THE ROLE

To make sure that we provide best-in-class support to our Customers, we need to ensure that we have experts in all fields and subjects throughout the business.

An SME not only has a logical thought process and a strong business acumen but is also a creative thinker who has a love for continuous improvement initiatives that requires a person to coach, innovate, influence, and think both strategically and tactically.

WHAT YOU'LL DO

• The Go-To person when it comes to any knowledge questions, answer ad hoc questions from CSRs and advice on the best course of action.
• Support daily operations of FieldOPs through working with a variety of internal stakeholders (Program Team, OPs Team, PSS team & other supporting functions) to drive initiatives with them to improve the policies/ logic and resolve operational challenges.
• Conduct audits on different types of resolved requests to ensure standards are met and identify CS controllable errors & opportunities for improvement.
• Generate a set of newsletters & business review decks.
• Handle C360 critical issues raised by the team and follow through until resolution
• Responsible for QA alignment and attending the calibration sessions with the quality team.
• Review quality metrics on a weekly basis, identify/communicate trends, perform deep dives on different metrics & contact types to generate measurable insights for performance, efficiencies & CX improvement opportunities.
• Develop training materials and own delivery to the team members.

BASIC QUALIFICATIONS

• Detail Oriented: Proven ability to multi-task and follow through while paying strict attention to detail.
• Naturally Curious: Coach-ability, open to incorporating feedback, and dedication to improvement of your craft.
• Excellent Team player: You collaborate internally or across functional/regional areas to get the best possible outcome for partners/councils.
• Passionate: A genuine passion for Uber and exceptional customer support experiences.
• Problem Solver: Ability to evaluate information or situations & break them down into their key components. Apply strategic & critical thinking to consider various approaches & creative solutions to complex problems.
• Advanced English (B2+).
• Advanced Google Sheets experience.
• Strong data-analysis skills.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.