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Training Specialist

Community Operations
in Buenos Aires, Argentina

About the Role

At Uber, providing amazing support that establishes trust for riders and driver partners--our community--is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way.


Community Support Representatives are all about helping and educating both riders and drivers. CSRs help people resolve their issues and turn unhappy users into our strongest evangelists. The COE Learning Lead empowers CSRs to fulfill this mission--through strong training and continued developmental support.


The right candidate for the Learning & Development Specialist II position is a subject matter expert and a true leader, inspiring others on the team to hone a deep passion for helping and resolving issues for our community.

The Learning & Development Specialist II will spend dedicated time with new CSRs sharing their coaching skills and Uber expertise to create a magical learning experience for new team members. Utilizing their on the ground support experience, this candidate will help create strong, up to date content and impactful learning experiences for new and continuing Uber education.

What You'll Do

  • Lead instruction for new start classes and provide feedback for trainees
  • Help build, refine and prepare learning material for agent's trainings
  • Coach and advise agents on support logic, process updates and improvement, and best practices
  • Work in conjunction with Community Operations Managers to fill training requirements for business and team needs
  • Execute learning and support projects in conjunction with non-COE CommOps teams within Uber
  • Be a passionate advocate for riders and drivers while answering any questions that come your way
  • Triage support issues and escalate them when necessary
  • Provide guidance to agents on difficult tickets or calls; particularly during training or weeks thereafter
  • Liaison with Quality Assurance to turn data into learning opportunities for both new and tenured agents
  • Be responsible for communicating changes to process or tools with proper team
  • Collect and present data to management and Global CommOps Learning to increase support quality

What You'll Need

  • Minimum 2 years of experience as a trainer is preferred but we will consider candidates with less experience if they meet our other requirements
  • Good knowledge of Word, Powerpoint, Intermediate or better Excel knowledge, or Google tools
  • Written and spoken English, B2 or above 80%
  • Strong Leadership skills and experience with handling large groups of people
  • Confidence in leading classes and speaking in front of large groups of people
  • Ability to take spontaneous questions from trainees and quickly locate answers
  • Passion for helping others and creating support experiences that exceed users' expectations
  • Used to deal with and manage different stakeholders
  • Must work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users
  • Work time will be shift-based totalling 40 hours per week
  • Flexibility for weekend and weekly evening shifts is required
  • Exceptional reading comprehension and writing skills--must be able to connect what users are asking for with answers to their issues
  • You're an Uber evangelist--you care deeply about the product and getting others excited to ride and partner with Uber
  • Ability to analyze data and present findings coherently and confidently

Preferred Qualifications

  • Bachelor's degree preferred
  • Fluent English C1, written and spoken
  • Basic Portuguese
  • Experience with public speaking, mentoring, tutoring, and/or training
  • Support experience in a high-volume environment
  • Familiarity with analytical tools; SQL knowledge a huge plus
  • One or more training certifications: COPC, CompTIA CTT, TTT on CPT, CLP or CPTM

Perks

  • Ground floor opportunity with the team; shape the strategic direction of the company
  • The rare opportunity to change the world such that everyone around you is using the product you built
  • We're not just another social web app, we're moving real people and assets and reinventing transportation and logistics globally
  • Sharp, motivated, hard-working co-workers in a fun office environment

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.