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SME - North Asia

Community Operations
in Hyderabad, India

About the team:

North Asia team provides quality support to our customers & provides valuable insights on improving efficiency, quality, and reducing inconsistencies across the sites to the stakeholders. This is done by constant deep dives on data to unearth opportunities and piloting experiments to test the effectiveness of new initiatives.

What you will do:

  • Support the team with policy updates, bugs, outages and noSAT mining
  • Work on content development in case of gaps in the SOPs/ KB pages
  • Pitch in for facilitating training, onboarding as well as refresher trainings
  • Work along with TLs on improving the team's TPH, R2, CSAT and other SLAs
  • Contribute ideas to run new experiments and help with implementation of the same
  • SMEs will also have to work on contacts to stay updated with process knowledge

What you'll need:

  • Proven ability to provide detailed support for escalations and be the go-to person for any policy related concerns
  • Strong analytical skills in identifying trends and insights. Working knowledge of Google sheets is a must, SQL knowledge is a bonus
  • Work in a 24X7 support environment, pro-actively take initiatives/ suggest improvements and work closely with the TLs in executing projects
  • Ability to train new hires, floorwalk and set up them up for success when they start of production
  • Impeccable verbal and written skills
  • Be a positive influencer and strong Uber culture advocate; support the team in the TL's absence
  • Driver process knowledge would be an added advantage

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.