Senior COE Specialist I - Premium Support Specialist

About the role

Uber for Business (U4B) is rapidly expanding and is positioned to be the next growth engine for Uber.

The U4B Premium Support Specialist will be responsible for providing top-level customer support to U4B’s largest and most prestigious clientele. U4B Premium Support Specialists help the administrators of large accounts through unique and exceptional support methods, ensuring that problems are resolved promptly or before they even happen. Additionally, U4B Premium Support Specialists coordinate cross-functional responses for clients and work closely with the account management team and other internal stakeholders to provide the best possible experience to our business customers.

The Japan Premium Support Specialist will also be responsible for overseeing our third-party customer support operations (Customer Consultation Desk), ensuring that issues are efficiently addressed and properly escalated to the relevant stakeholders.

What you’ll do

• PSS client inflow management: drive resolution of complex problems by leveraging internal resources and using multiple communication channels including email and messaging (possibly Zoom also).
• Stakeholder management: collaborate effectively with U4B Sales/Account Managers and Implementation Leads to keep them apprised of client concerns, with possible client onsite visits.
• Project management: plan and execute projects to improve the customer experience for U4B admins and clients.

• BAU efficiency: ensure BAU for U4B continues to run efficiently and smoothly.

  • Be the subject matter expert for all the products that U4B has to offer and identify process and policy gaps to mitigate them accordingly
  • Maintain PSS dashboard and send monthly progress reports to the administrators
  • Analyze data using basic SQL and Google Sheets on customer’s U4B account and then using that data to make recommendations to the client, where applicable.
  • Proactively identify trends or impending issues and inform your client to minimize disruption to their service.
  • Join team meetings to share relevant updates and roadblocks.
  • Monitor U4B account transactions to ensure accuracy and promptly identify and resolve any discrepancies in payments.

What you’ll need

• Experience in B2B customer support, sales, or account management.
• Craftsmanship service: provide exceptional support and ensure customer satisfaction, resolving complex inbound or outbound issues sometimes without well-documented SOPs, including outbound phone support when necessary.
• Root cause analysis: conduct analysis to identify underlying issues and present findings when requested by stakeholders by following up with teams like bugs/outages teams, jira teams and risk teams
• Stakeholder collaboration: work closely with both internal and cross-functional stakeholders to resolve urgent issues across various Uber for Business products
• Insight generation: produce actionable insights such as inefficient SOPs, content updates & patterns of fraud from support activities and highlight to Team Leaders

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it 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.

*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.