COE Specialist I - US&C UGO

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it’s an organisation that touches every part of Uber!

About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives to support business needs and continued growth. Employees in the customer operations teams are responding to calls from customers and offering customer support.

Your Impact in Role:

• Provide high quality virtual customer support through phone

• Ensure low to medium complexity customer issues are resolved using procedures

• Ensure high customer satisfaction and demonstrate empathy while solving customer concerns
• May perform root cause analysis and present findings
• Work on a line of business which has low ambiguity, is stable, with well documented procedures

The Experience You’ll Bring:

• Problem Solving - Effectively resolving issues that involve people, things, and processes by using logic and common sense. Identifying the root cause of a problem as opposed to focusing on the symptoms.
• Critical Thinking - Ability to analyze the problem, apply logical and structured thinking to resolve problems accurately.
• Phone support experience

Basic Qualifications

• Exceptional English written and verbal communication skills
• Exceptional reading and interpretation ability, attention to detail
• Proficiency in productivity tools (email, calendar), Google Suite, or Microsoft Suite (Excel, PowerPoint)
• Strong collaboration skills towards a shared sense of purpose

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.