Technical Support Specialist jobs at Uber

What You Will Do

• Analyze support escalations data to identify root causes and trends impacting customer experience, and collaborate with relevant teams to implement solutions.
• Lead cross-functional initiatives to drive defect reduction and process improvements across Product, Policy, and Support functions.
• Develop and present clear reports and insights to senior stakeholders and global partners to inform strategic decision-making.
• Manage ongoing communication and alignment with multiple teams to ensure timely resolution of high-priority customer issues.
• Improve support case resolution rates by identifying bottlenecks and working with teams to optimize workflows and resources.
• Support the creation and maintenance of escalation handling frameworks and best practices to improve operational effectiveness.

What You Will Need

• At least 3+ years of Customer Support related Program Leadership experience is required!
• Advanced analytical and problem-solving skills with a proven track record of driving root cause analysis and systemic improvements using complex support and escalation data.
• Demonstrated ability to lead cross-functional collaboration and influence senior stakeholders across Product, Policy, Operations, and Support teams to resolve high-impact customer issues.
• Excellent communication and storytelling skills, capable of presenting complex insights clearly and persuasively to diverse audiences including leadership and global partners.
• Experience with advanced data analysis tools and techniques (e.g., SQL, Excel, BI platforms) to extract actionable insights from large and complex datasets.
• Background in customer experience, support operations, or escalation management within a fast-paced tech or consumer-facing environment.
• Proven success in driving process improvements and defect reduction initiatives that have significantly enhanced customer satisfaction or operational efficiency.
• Strong project management skills with experience coordinating cross-functional teams and managing multiple priorities to deliver impactful results.

* 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 .

What the Candidate Will Do

1. Manage team performance and drive results, guide adherence to policies
2. Lead, coach, mentor, and motivate employees
3. Partner with the Recruiting team on hiring
4. Lead improvements on support logic and processes
5. Address and resolve escalations or further escalate
6. Maintain stakeholder relationships
7. Drive accountability for policies and other guidelines
8. Execute root cause analysis action plans from escalations and agents’ performance
9. Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
10. Complete administrative and HR related tasks for the team

Basic Qualifications

• Some experience in retail, hospitality, or customer service in-person or contact center environment
• FOR INTERNALS: At least 1 year of informal leadership or SME experience
• FOR EXTERNALS: At least 1 year of people management experience
• Basic project management skills
• Proficiency in Google Suite
• Schedule flexibility for a 24/7 environment

Preferred Qualifications

• Supervisory or leadership experience—You have a demonstrated ability to set team goals, drive accountability, develop talent, and stay calm through challenging situations
• Maintain a positive, can-do demeanor and encourage others to do the same
• Excellent written and verbal communication skills
• Excellent interpersonal skills – You establish trust and effective working relationships with internal and external partners
• Strong time-management and organizational habits —You prioritize work effectively and drive multiple projects to completion at once

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.50 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link .

US&C IRT Tier 2 Specialist (S1 Role)

As a Safety Investigations Specialist, you will take ownership of requests and solve customer tickets across all our critical and advanced lines of business through different modalities (phone, chat, message), challenging yourself to solve the most complicated and interesting problems our users face. You will present your insights to stakeholders and contribute towards the continuous improvement of our policy and services.You will create advocates out of even the most frustrated users, and you’re always looking for outstanding and exciting ways to improve their experience!

What the Candidate Will Do:

• Respond to high-volume, live queue of sensitive incident inbound cases and/or outbound queues.
• Report & document issues with reporting parties using various platforms.
• Master multiple knowledge bases and contact management systems.
• Attend to cases of a lower level in IRT (L1 / L2), making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take the actions according to the process. Tasks may be split into two functions: Standard Safety Support and Investigations and Deactivations.

Basic Qualifications

• At least 6 months of customer support experience handling sensitive issues.
• Strong emotional intelligence (EQ) and emotional regulation skills.
• Strong communication skills, both verbal and written.
• Strong problem-solving skills.
• Strong critical thinking skills.
• Ability to work under pressure and handle a high volume of sensitive incidents.

Preferred Qualifications

• Prior experience working in a fast-paced, high-pressure environment.
• Familiarity with contact management systems and knowledge bases.
• Strong data analysis and reporting skills.
• Ability to work independently and as part of a team to achieve goals.

* 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 .

We aim to prioritize safety and growth at a global scale by building and optimizing cost-efficient identity verification processes for identifying risky actors and limiting unnecessary friction for safe earners.

As a Risk and Compliance Specialist, you will play a pivotal role in ensuring the highest service quality standards, risk mitigation, and compliance within our organization. Your responsibilities will revolve around analyzing data, identifying potential risks, implementing strategies to address compliance issues, and fostering a culture of continuous improvement. This role requires strong analytical skills, problem-solving abilities, effective communication, and a collaborative mindset to work with various organizational stakeholders. The ideal candidate will be proficient in Google Sheets and demonstrate a commitment to execution excellence.

• Analyze metrics, risk factors, and compliance standards to identify areas for improvement.
• Develop and implement strategies to enhance service quality, mitigate risks, and ensure compliance with regulatory requirements.
• Identify emerging risks and trends, and proactively recommend solutions to mitigate potential impacts on service quality and compliance.
• Work on content development in case of gaps in the SOPs/KB pages.
• Utilize analytical tools, including Google Sheets, to collect, organize, and analyze data for informed decision-making.
• Work with TLs to improve the team's TPH, R2, insights & impact metrics.
• Willingness to work in shifts (rotating day/night shifts, rotating weekend offs).

Basic Qualifications

• Proven track record of identifying issues, developing innovative solutions, and implementing effective strategies to address challenges related to service quality, risk management, and compliance.
• Strong interpersonal skills with the ability to collaborate effectively with cross-functional teams and influence stakeholders to achieve common goals.
• Demonstrated proficiency in using Google Sheets for data analysis, reporting, and collaboration.
• Excellent verbal and written communication skills with the ability to articulate complex concepts and technical information to diverse audiences.
• Commitment to delivering high-quality results, meeting deadlines, and continuously improving processes and procedures to achieve organizational objectives.
• Work in a 24x7 support environment, pro-actively take initiatives/ suggest improvements, and work closely with the TLs in carrying out projects.
• Ability to train new hires, and floorwalkers and set them up for success when they start production.
• Ability to analyze complex data sets, identify patterns, and derive actionable insights to improve service quality and mitigate risks.

Preferred Qualifications

• Must be in the current roles for 6 months at least.
• Strong attention to detail, critical thinking skills, and the ability to exercise sound judgment in decision-making.
• Proven track record of executing projects, driving process improvements, and achieving measurable results.
• Excellent organizational skills with the ability to prioritize tasks, manage multiple projects simultaneously, and adapt to changing priorities.

* 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 .

What the Candidate Will Need / Bonus Points

• Social Media - Ticket Handling
• Communicate with high-profile riders and influencers on social media and represent Uber’s support spirit
• Manage escalations from various internal teams i.e. IRT, ECR, Cross support, CEO Escalations, Stakeholder Escalation, escalations, provide language support, support Driver Escalation from BPOs and keep a sharp focus on HighPriority queue for critical safety escalations.
• Have the ability to handle safety-related escalations on social media with empathy and presence of mind while working with relevant teams internally to get them resolved on time
• Provide top-notch customer support through emails and phone calls alike for all of our audiences, if need be. We take pride in the fact that we treat riders and driver-partners as equals and we’d want you to be on the same page
• Help in improving processes and never shy away if you have to build a new process. We always optimize for better customer experience
• Identify patterns and help in making the support systems better as we scale
• Voice and speech capabilities
• Should be able to take calls and confidently interact with customers from any social background by effectively listening, understanding and speaking in English. Other regional languages are a plus
• RCA and deep dives
• Should have intermediate knowledge on Excel/Word/Slide to extract data, frame basic models and represent it on documents/slides
• Understand post virality, have the ability to monitor and control it
• Be able to report viral post trends so internal teams can take the right action in a timely manner
• Monitor the social media handles of Uber, which are essentially Twitter and Facebook with a dash of Instagram as well
• Have the expertise to communicate with celebrities who raise support tickets on social media (COEs, actors, sports personalities, journalists, writers, etc)\
• Insight generation
• Should be able to relate support opportunities with Uber’s business needs and hence identify process/policy insights from BAU activities
• Creative Responses
• Positive Engagement: Must be able to write positive appreciation-worth responses on social media to transform negative experiences into a positive one.
• Killer Response: Should be able to identify opportunities where we can write virality-worthy responses which get social media traction. In turn, leads to positive brand sentiments.
• Delighter Program:Should be inclined to engage with the Rider/drivers on Social, ideate a delighter, and execute it end to end to create positive stories on social media.
• Understanding Social Media platforms and metrics
• Should have acquired understanding about Social Media platforms and various metrics accepted globally. Should also be using these platforms to keep one updated about recent policies and features

- - - - Basic Qualifications ----

Graduate degree (Mass Communication Preferred)

Strong verbal and written communication skills

Willingness to work flexible shifts (including mornings, evenings, and weekends)

- - - - Preferred Qualifications ----

• Outstanding written and verbal communication skills with proven ability to write clear, concise, and accurate messages
• Demonstrate awareness of social media trends/developments and how those can be implemented to improve community engagement/customer service
• In-depth knowledge of and enthusiasm for social media Expertise and interest in social media best practices and a willingness to innovate
• Familiarity with Google Drive, especially Google Spreadsheet and Google Docs Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently.
• Ability to stay calm under high-pressure situations

* 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 .

About the role

You will develop automations of varying size and complexity, from medium-scale tasks to large-scale business processes, fully automated end-to-end.

As an Automation Specialist, you will be responsible for building solutions that are resilient, scalable, and adaptable, following best practices and continuously refining them with data-driven improvements.

You will translate business requirements into clear technical tasks, delivering automation solutions iteratively and incrementally, and aligning priorities closely with the Operations Coordinator.

We focus on four core areas:

• Business Processes (design, execution, optimization)
• Automation (process automation, real-time monitoring, refactoring)
• Data Analytics (query, deepdive, self-operating dashboard, data pipeline)
• Data Science (modeling, machine learning, patterns identification, prediction)

What you'll do

• Design, build, and maintain automations to enhance efficiency and scalability
• Streamline workflows, automate entire processes, refactor, build data-pipelines
• Suggest innovative approaches to solve complex business problems, at scale, following the best practices in terms of quality, time management, technical documentation, code review
• Analyze business requirements or suggest improvements, proactively
• Conduct root cause analyses and propose data-driven strategies
• Present your work to Stakeholders and adapt your communication to a variety of audiences, using either technical or business terms

What you'll need

• Good knowledge in Python, with the ability to write code to build self-operating dashboards or automate business action, work with API endpoints and use Pandas Library
• Knowledge in SQL, with the ability to select, clear and transform dataset
• Ability to analyze datasets accurately and storytell
• Knowledge in creating Flows (ex.: uWorc, Lucidchart)
• Analytical and data-driven approach for solving complex problems
• Excellent written and spoken Communication (in English)

• Ability to work on your own initiative independently (proactive), in Group (excellent Teammate) and with Stakeholders

• Motivation to learn all along the way and improve continuously Scripts, with SQL and Python, to automate actions of varying sizes and time-horizons.

* 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 .

Your Impact in Role:

As an Autonomous Vehicle (AV) Support Agent, you will be on the frontline, ensuring a seamless and positive experience for our customers interacting with cutting-edge AV technology. You'll leverage your empathy and problem-solving skills to navigate complex inquiries across various communication channels.

• Champion Customer Success: Demonstrate exceptional empathy and understanding while resolving customer concerns related to autonomous vehicle functionality, operations, and services. You'll be a trusted resource for new and existing AV users.
• Deliver Multi-Modal, High-Quality Support: Provide superior customer support and satisfaction by expertly handling complex inbound or outbound customer issues across multiple modalities. This includes phone calls, chat, email, and potentially real-time in-vehicle communication systems.
• Navigate and Resolve Complex AV Issues: Efficiently work on both ticket-based cases and phone interactions, resolving escalated issues related to AV performance, trip anomalies, technical glitches, or general inquiries with a focus on quick and accurate resolution.
• Proactive Problem Identification and Analysis; Drive Continuous Improvement: Perform root-cause analysis on recurring AV-related issues, identifying trends and presenting actionable findings to your Team Lead and engineering stakeholders to improve the overall AV experience. Proactively highlight common ticket types and emergent issues related to autonomous vehicle operations to your Team Lead, contributing to knowledge base articles and training materials for future support agents.

Required Hard Skills and Experience:

• Experience in a customer-facing role within retail, hospitality, or a customer service contact center environment. Experience with technical support or high-complexity problem-solving is a strong plus.
• Demonstrated comfort and proven ability to operate effectively and efficiently across multiple communication modalities (e.g., phone, chat, email). Experience with new or emerging communication platforms is highly valued.
• Proven ability to quickly learn and understand complex technical systems, particularly within a rapidly evolving field like autonomous vehicles.
• Strong verbal and written communication skills in English, essential for clear and concise interactions with diverse customers.

Required Soft Skills:

• Detail-Oriented and Timely

• Analytical and Solution-Focused

• Clear Communicator and Collaborator

• Tech-Savvy and Adaptable

Preferred Qualifications

• Effective Communication and Stakeholder Management

• Customer-Centric and Service-Oriented

• Executional Excellence and Operational Efficiency

• Collaborative Planning and Teamwork

* 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 .