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Community Operations Specialist - Content Specialist

Community Operations
in Taipei City, Taiwan (ROC)

About the Role

Content Specialists need to be articulated in developing processes related to content creation and management to serve concise information to our users while guarding the Uber brand. Content Specialists should have the ability to digest and absorb Uber's different support logic to offer insights and editing support to the continuous logic refinement.

Moreover, Content Specialists are expected to exercise and maximise capability of Uber Content Tools to serve the business needs. Content Specialists report into their respective Centre of Excellent (COE), but have a strong relationship with Regional and Country Teams.

What You'll Do

  • * Build, document and maintain the accuracy of standard operating procedures (SOPs) for customer support processes using flowcharts catering local variances in different markets
    • Assist with ongoing large-scale audits of support content to ensure adherence to proper quality standards
    • Utilize ticket coding to conduct root cause analysis and refine support policies and procedures
    • Develop subject matter expertise in several lines of businesses
    • Proactively identify opportunities to improve workflow and processes to enhance support experience in terms of customer satisfaction or other applicable metrics
    • Manage and prioritize the steady stream of content requests from multiple teams with short, frequently changing timelines
    • Learn and master multiple knowledge bases and content management tools
    • Be the source of knowledge to train, educate new members in the team and answer questions from stakeholders

About the Team

At Uber, we are all about providing amazing support that establishes trust in our consumers and partners. We invest in customer experience and believe in providing the highest quality service executed in the smartest, most efficient way. We're always looking for unique and exciting ways to solve the most challenging problems consumers and partners encounter.

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 600 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.