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COE Specialist I - COS Outreach Innovation (Clark)

Support Operations, Community Operations
in Mabalacat, Philippines

ABOUT THE ROLE:

As a Community Operations Specialist in the Center of Excellence (COE), you will:

  • Be at the forefront of rebuilding Uber to be a brand not only known for its amazing product, but for its awesome customer service. You will deliver only the best customer service for earners globally across multiple support platforms: email, live chat, instant messaging and phone
  • Be a problem-solver the earners will love. You understand them and will do your best to reach the resolution needed. You will cause drivers and couriers to continue operating on the platform. You will also be the reason that drivers and couriers will rave about the brand and will advocate for us to get more people to be users of the app.
  • Be goal-oriented, not only for the company and for our vision, but also for your career. As you grow within the organization, you will proactively share how you think we could improve the way we do things and drive these changes - after all, in Uber, we embrace new ideas and constant change.

What the Candidate Will Do?

As a Community Operations Specialist, you are expected to:

  • Provide a one-on-one personalized concierge experience where drivers and couriers at various points in their driver/courier lifecycle (e.g. onboarding, early lifecycle, pre-churn, churn) through various channels (chat, SMS, voice, email, etc.)
  • Increase earner's trip conversion by helping new drivers/couriers finish the onboarding steps, motivating and preparing them to confidently take their first trip and provide assistance up to their 25th trip.
  • Increase supply hours, trips, and gross bookings by proactively reaching out to drivers and couriers that are in danger of lapsing (churn).
  • Help grow, retain, and engage drivers/couriers by innovating, experimenting, and scaling proactive outreach that supports the earner team's business priorities.
  • Actively participate in various special projects and incubation experiments which may be assigned by the program team to the COE.
  • Stay updated on all product updates and raise unresolved questions with the program team
  • Participate in daily/weekly huddles and brainstorming sessions within the team and the LOB to discuss on common errors, FAQs and best practices

BASIC QUALIFICATIONS:

For Internal Candidates:

  • Must be a regular employee of Uber for at least 1 year
  • Must have passing performance scorecard for the past 3 months
  • Must not be currently enrolled in any performance improvement plan
  • Must not have any active disciplinary action on record upon application
  • Must be willing to work on holidays and shifting schedules
  • Must be willing to work onsite primarily in the Clark COE

For External Candidates:

  • Must have a bachelor's degree from any field is preferred but not a requirement
  • Must have excellent verbal and written communication skills
  • Must have high proficiency and multi-tasking skills using computers (typing, quickly navigating between various tools) and other software
  • Must have outstanding comprehension and problem solving skills
    Must have remarkable passion for creating support experiences that exceed users' expectations
  • Must have willingness to work in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
  • A willingness to work on different shifts, totaling 40 hours per week, including weekends, holidays and weekly evening shifts
  • Must be willing to work onsite primarily in the Clark COE

Preferred Qualifications:

  • 1+ years total work experience in high-growth, productive constantly changing environment
  • Work experience in customer-centric industries (ex. Telco, hotels, airlines, banking)
  • Background in sales or customer loyalty / retention is preferred

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

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.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

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.