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Program Specialist, UberRides

Community Operations
in Taipei City, Taiwan (ROC)

About the Role

Our Regional Community Operations Specialists (Uber) will be responsible for, but not limited to, revising working processes, overseeing customer service team, handling sensitive escalated issues, identifying problems and proposing customer experience solutions.

What You Will Do

  • Quality Supervision Specialist:
  • Ensure customer service teams deliver high quality performance
  • Participate in internal quality alignment process
  • Support Specialist:
  • Handle sensitive cases and potentially emotional riders/ drivers
  • Investigate incidents, verifying facts and figuring out resolutions based on internal policies
  • Collaborate with internal communications and social media teams
  • Policy Specialist:
  • Operationalize streamlined customer service processes and policies across multiple platforms
  • Partner with the local Operations team and regional team to develop and improve
  • internal policies which will have a positive impact on the local rider and driver community
  • Content Specialist:
  • Conduct updates to ensure customer service teams have accurate and complete Information
  • Partner with global team to create and deliver high-quality customer facing content which serves local market needs
  • Operation Coordinator:
  • Monitor support operation metrics and identify drivers for performance gaps and fixes
  • Assign tasks effectively to the customer service teams and follow through for completion
  • Communicate with internal/ external stakeholders, including local Ops team and vendors, to clarify priorities
  • Project Specialist: Execute tasks with dependency in a correct and timely fashion

What You Will Need

  • Passionate about great customer experience: You will create 'We Are Here To Help' perceptions with our driver partners and riders
  • Calm and collected: You will stay calm and can be the rock for those who come to us when they need help
  • Patient and attentive: You will have to display patience and empathy while listening to sensitive riders and driver partners through critical issues and figuring out what they need
  • Goal-oriented: You will do what it takes to achieve the critical metrics in providing a high quality of customer experience towards our driver partners and riders
  • Able to close the deal: You will end the communication leaving drivers and riders feeling like their needs have been taken care of
  • Willing to learn: You love learning how things work and you're always looking for ways to innovate. You enjoy testing different support strategies and tracking the results
  • Agile: You can move quickly and adapt in a fast-paced and constantly evolving environment. You will be on the front-lines of a highly visible, fast-growing brand

Requirements

  • Proficient in English and Mandarin (spoken and written)
  • Ability to analyze data and identify trends and relationships
  • Ability to present said findings coherently and confidently
  • Ability to provide actionable qualitative feedback on quantitative data

About the Team

We build customer relationships across the Uber community by combining people and technology to provide outstanding customer care experiences

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.