COE Specialist I - ANZ Merchant Contracts

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it’s an organisation that touches every part of Uber!

About the Role

The Merchant Support Team provides end-to-end support for Change of Ownership requests which provides Merchant partners the ability to continue trading on Uber Eats, following the transfer of ownership or sale of the restaurant business. This enables new owners of existing businesses to carry over repeat customers, ratings, and order data (i.e. continue using the internal tool.

Your Impact in Role:

• Provide end-to-end support (via emails or calls) to merchantsa to fulfill their change of ownership request
• Look for opportunities to improve current process by raising logic C360s
• Proactively consolidate and provide insights to the business to help in preventing future fraud and compliance risks
• Help in improving processes and never shy away if you have to build a new process. We always optimize for a better customer experience
• Take ownership of escalated and other ad hoc cases across our different lines of business
• Collaborate with the team leader and team members to raise concerns with stakeholders

The Experience You’ll Bring:

Basic Qualifications

• Strong background in customer service and phone support (outbound calls)
• Work experience in high-energy, high-pressure, productive environment
• Excellence in both written and spoken English with the ability to clearly and effectively communicate ideas to varied audiences
• Comfortable with Excel, Google Sheets and other technology-based business tools
• Customer-focused and has a deep understanding of the user experience and the ability to resolve critical incidents in an empathetic and customer-centric way
• Investigative and truth-seeking mindset, adopting a curious and analytical mindset to find facts and full understanding of the situation
• Exceptional eye for detail, carefully checking everything, knowing that even a small error could lead to potential risk

Preferred Qualifications

• A bachelor's degree from any field

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it 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.