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Program Specialist III

About the Role

L4+ incident refers to a sequence of unwanted incidents taking place which lead to agitation and threat to the brand. It leads to uncertainty and causes major harm to the organization. The team detects early signs of brand risk and minimizes the damage against the negative consequences of the same. It not only affects the smooth functioning of the organization but also poses a threat to the brand name.

The role requires someone who can own and take ownership of a complete incident and not just a contact. The team does not deal with issues such as cancellation and route, but more in terms of a rider being harassed or a partner being assaulted. And this position needs to connect with them directly.

What the Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

  • Provide outstanding customer support through emails and phone calls for companies and their employees.
  • Work on critical safety incidents reported by riders and driver customers.
  • Document all incidents & Collaborate with drivers who use Uber/the Uber network/platform and work towards any solution ideal for the incident.
  • Look into data on a WoW basis to check for trends and help in improving the support we provide for our riders and driver customers.
  • Handle Social Media Partner concerns when someone reports on Facebook/Twitter regarding an incident where their safety was compromised.
  • Help in improving processes, so we always optimize for better customer experience. This involves communicating with high value clients and eye to retention in times of problems for the clients and companies.
  • Supply to establishing the team and the organization for long term success
  • Partner management.
  • Team member leadership skills.
  • Work well in a team environment, chipping in to a collaborative work environment where people learn from one another and continuously improve support practices
  • The candidate in this role would be Uber's last point of escalation on safety edge cases
  • Non-safety HRE cases: When a non-safety HRE is med/high risk, this team will handle them.

---- Basic Qualifications ----

  • Problem Solving & Critical Thinking + Detail oriented
  • Communication skills (written & verbal)
  • Team member Management
  • Decision making
  • Customer Obsession
  • Should be able to identify customer problems swiftly and accurately while solving queries as this can impact company relations
  • Should be able to document all incidents in detail following format and logic
  • Strong customer obsession attitude with evidence of taking independent and appropriate decisions for the customer
  • Customer Service

---- What the Candidate Will Do ----

  • Ability to document all incidents in detail.
  • Ability to stay calm under high pressure situations.
  • Open to all modes of support (email, phone support).
  • Strong eye for detail which includes identifying customer problems swiftly and accurately while solving queries as this can impact company relations.
  • Strong customer obsession attitude with evidence of taking independent and appropriate decisions for the customer.
  • Outstanding spoken and written English with the ability to speak an additional language
  • Strong eye for detail which includes identifying customer problems swiftly and accurately while solving queries as this can impact company relations.
  • Strong customer obsession attitude with evidence of taking independent and appropriate decisions for the customer
  • Willingness to work in shifts (rotating day/night shifts, rotating weekend offs. Total working hours will be 40 hours a week, 5 days, 8 working hours every single day).
  • 2 years of experience and a phone support background preferably in CAST
  • Project Management

At Uber, we reinvent the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, solving big problems to help drivers, riders, delivery customers, and eaters make movement happen at the push of a button for everyone, everywhere.

We encourage 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 reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.

Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company's discretion.

  • 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

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Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran Status, or any other characteristic protected by law.