Service Team Analyst II - Merchant Expert - French Speaker

About the role and team

Community Operations at Uber is where real people solve real problems in real time. The pace is intense, the stakes are high, and the answers aren’t always clear. You’ll need to stay calm under pressure, balance empathy with action, and make decisions that move quickly — and with care. If you’re sharp, steady, and motivated by meaningful service at scale, this is where you’ll grow.

In this role, you will step into the high-stakes world of merchant success, acting as a critical bridge between Uber and our restaurant partners. This isn't just about answering tickets; it's about owning complex, messy transitions like ownership changes and high-pressure escalations where accuracy and speed are non-negotiable. You’ll need the grit to navigate internal bureaucracy and the empathy to handle frustrated partners, ensuring that every interaction strengthens the merchant's commitment to our platform.

What you’ll do

• Support merchants during critical transition moments, turning the complexity of ownership changes into a seamless experience through speed, empathy, and sound judgment.

• Navigate ambiguity and internal friction by collaborating across Legal, Finance, and Account Management teams to unblock stuck processes and resolve high-priority escalations.

• Own merchant relationships end-to-end, using outbound calls to proactively identify at-risk partners and implement retention strategies before challenges lead to churn.

• Drive execution excellence by meticulously managing documentation and data within Salesforce, ensuring every detail is captured in a fast-moving, high-volume environment.

• Adapt to evolving policies and tools while identifying recurring patterns in merchant friction to help improve the way we support our community at scale.

• Communicate with care and professional persistence, negotiating win-win outcomes when merchants face operational or financial hurdles.

Basic Qualifications

• Minimum of 6 months of experience in a customer service, account management, or merchant support role.

• Minimum of 6 months of experience within the Delivery Line of Business (for internal applicants).

• Proficiency in both English and French languages.

• High school diploma or equivalent experience.

Preferred Qualifications

• Proven experience independently resolving complex, high-stakes customer escalations.

• Systems thinking mindset with the ability to manage multiple competing priorities in a high-pressure environment.

• Demonstrated ability to collaborate cross-functionally to influence stakeholders and improve internal workflows.

• Comfort using data-oriented insights to drive decision-making and merchant satisfaction.

• Strong resilience and adaptability when navigating constant change and technical complexity.

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.