דרושים Customer Escalations Specialist - Anz Courier ב-Uber ב-ארהב

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 .

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 be responsible for designing, launching, and scaling data-driven programs and growth campaigns that drive adoption, retention, and engagement for Uber for Business across APAC. With a deep understanding of customer marketing, you will develop hyper-local, insight-led campaigns that cater to diverse market needs while contributing to measurable business outcomes.

You will work cross-functionally with Local Ops, Global Strategy & Planning, Product and Engineering as well as with our Sales & Growth teams. A strong focus on premiumisation, user segmentation and incentive experimentation will be key to your success in delivering performance-driven campaigns.

You’ll be customer obsessed and work tirelessly to understand our users and what regional channels we can leverage to influence them.

This is not just another CRM role. While email is one of your core tools, your impact spans the full lifecycle marketing mix — from loyalty partner integrations and product marketing comms to in-app messaging, paid partnerships, research and audience segmentation. You'll define the right levers for each growth opportunity, combining creativity, data, and cross-functional alignment to drive results.

The Impact You'll Have

• End-to-End Campaign Management: Own the campaign roadmap, from ideation and audience targeting to A/B testing and working with our deployment team right through to analysis, and iteration, across multiple markets in APAC.
• Regional Strategy & Execution: Localize and scale proven tactics across markets; identify unique regional and country-level opportunities and audience segments to test and grow.
• Cross-Functional Collaboration: Serve as a strategic partner to regional and global stakeholders (Country and Regional GMs, StratOps, Local Ops, Global CRM, Product) to align marketing initiatives with business priorities and performance goals.
• Customer-Centric Program Design: Design lifecycle journeys that deliver relevance and value to business travellers, including loyalty programs (eg. Qantas Frequent Flyer) and premiumisation promotional campaigns.
• Product Launches & Growth Initiatives: Support on GTM strategies for regional product launches and feature rollouts. Collaborate with Product Marketing & Ops to design campaigns that drive awareness & adoption ensuring launches are leverages to increase usage across the region.
• Performance Analysis & Insight Sharing: Track and report on campaign effectiveness (e.g., Trip lift, Gross Booking impact, ROI), drawing insights to inform future strategies and share learnings globally.
• Audience Research & Personal Development: Spearhead regional research into the existing base, uncovering actionable insights to inform messaging, personas and use cases.
• Tooling & Operational Expertise: Build technical fluency in campaign tools to enhance campaign scalability, troubleshoot issues , and improve executional efficiency.

The Experience You'll Bring

• 5-7 years of experience in B2C and/or B2B CRM, lifecycle, or growth marketing, with a proven track record of driving measurable business results through end-to-end campaign execution
• Strong analytical skills with the ability to interpret data, draw insights, and translate them into action (e.g., A/B testing, ROI analysis, user segmentation)
• Experience managing multiple cross-functional projects in a fast-paced environment, balancing short-term performance goals with long-term strategic planning
• Demonstrated ability to collaborate with global and regional stakeholders, including Ops, Strategy, Product, and Engineering teams
• Excellent written and verbal communication skills, with experience presenting to senior stakeholders
• Comfort working with data — including interpreting dashboards, partnering with data teams, and basic SQL literacy
• Proficiency with a CRM marketing toolset or platforms (e.g., Salesforce Marketing Cloud, Braze, Hubspot, or equivalent)

Bonus Points:

• Pan APAC experience
• Fluent in English, with other languages an advantage.
• Localisation experience
• Industry (travel or delivery) experience
• Familiarity with loyalty programs, airport or travel marketing, or premium product positioning
• Database querying (SQL), data visualisation (Tableau) and database growth marketing skills

* 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 You’ll Do

• Build Uber's global support escalation strategy and processes. Set a clear vision, tie together existing strong individual efforts, and execute an integrated approach to uplift support quality

• Lead the global external escalations function, including social media support (day-to-day and critical brand response), managing high-priority and influencer cases, and overseeing Executive Leadership Team (ELT) escalations. Work in close partnership with Uber's Communications team to ensure swift and appropriate responses. Utilize social listening (e.g., Reddit) to proactively identify emerging issues and sentiment gaps

• Design and implement robust Tier 2 and Tier 3 escalation frameworks,including developing comprehensive standard operating procedures (SOPs), identifying and integrating necessary technology, and program managing the escalation process from our BPO partners to our Centers of Excellence (COEs) in both APAC and the US

• Mobilize cross-functional teams, ensure unified support operations, identify and triage critical bugs, to ensure rapid resolution
• Drive the root cause analysis of escalated issues to identify and implement fixes in both internal support processes and product features, aiming to prevent issues from recurring upstream. Identify and advocate for the development of necessary tools
• Develop and operationalize a long-term vision to help the team drive comprehensive problem solving of complex customer challenges across the Uber ecosystem
• Lead the design of operational processes to identify, rectify and prevent customer issues, resulting from product, support policies or agent performance gaps
• Source practical customer insights and influence partners across Product, Engineering, Operations and Customer support to improve customer offering
• Lead and develop a team of 130+
• AI-Driven Escalation Innovation: Strategically design, develop, and build cutting-edge escalation processes specifically for tech-driven and AI-influenced issues. This involves figuring out when and how things get escalated differently as AI tools make interactions more fluid. You will create processes on how to handle these unique escalations, develop technical requirements and business requirements for new AI-assisted tools for agents and ensure complex issues efficiently move beyond automated support when needed

Basic Qualifications

• 12+ years experience in operations, program management, consulting or corporate strategy as a people leader within a fast-paced and complex environment

• 10+ years of leadership experience managing large, global teams including direct reports and Managers

Preferred Qualifications

• Proven ability to think big-picture, define complex strategies, and translate them into actionable plans. A hands-on operator who can get into the details and drive execution from the ground up
• Deep experience and expertise in leading customer support operations
• Comfort operating in a highly matrixed global environment. Proven ability to influence leaders and cross-functional partners across Product, Engineering, Communications, Legal, and other CommOps teams to drive alignment and results without direct authority
• Experience scaling programs globally, starting with a strong foundation in a key market (e.g., US) and expanding effectively
• Demonstrated deep process improvement experience
• Lean Six Sigma certification and /or background in Systems Engineering

For San Francisco, CA-based roles: The base salary range for this role is USD$221,000 per year - USD$245,500 per year.

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

About the Role

As a Product Manager for Customer Obsession, you will be responsible for the strategy and development of support solutions to deliver exceptional customer experiences across mobile, web, and voice platforms for Uber Merchants (e.g. Restaurants, Grocery and Convenience stores etc.). You will be using best of breed technologies (including AI/machine learning) and innovative design thinking to accomplish this at a scale that has never been done before in the industry.

What You'll Do

• Define the roadmap and lead the execution of support solutions for Merchants and B2B using GenAI.
• Work closely with the Merchant Product team and a massive global community operations organization to build efficient and scalable customer support experiences.
• Internalize and deeply understand Uber’s mission and strategies, as well as the mission and objectives of your specific team.
• Distill vision and strategy for the team, get all members of cross-functional team #superpumped.
• Be incredibly truth-seeking. Collect whatever data is necessary to inform product direction, whether in the form of competitive intel, user behavior or other business metrics. Solicit and welcome critical feedback.
• Drive cross-functional team to set qualitative objectives and quantitative goals.
• Drive innovation, definition, deliverables planning (roadmap) and design of entirely new Uber products and product features to deliver against team and company goals. Requires challenging all members of cross-functional team (engineering, design, data science etc.) to think boldly and creatively and then funnel that energy into concrete products and execution plans.
• Make tradeoff decisions based on technical and business insights and experimentation
• Monitor and measure launched products and feed insights back into the product development process to drive growth
• Clearly communicate product plans, benefits and results, as appropriate, to a spectrum of audiences, from internal stakeholders to Uber executives, employees, and customers

Basic Qualifications:

• 4+ years experience delivering highly successful web or mobile products using GenAI
• Bachelor’s degree in a relevant field such as Computer Science, Information Systems, or Business (bonus points for MBA)
• Passion for Uber's mission and the company's hybrid technology / operations nature.
• A deep desire to grow and learn

Preferred Qualifications:

• MBA from Top B School preferred
• Strong understanding of core product management practices, including roadmap planning, stakeholder management, and cross-functional collaboration.
• Finger-tippiness with data. You find a way to get the data you need and whip it into an insightful story with no help. You know how to demonstrate this data to make decisions without getting stuck in analysis paralysis
• Grittiness: You don't hesitate to take initiative and address something hands-on, you persevere when others give up
• A "driver" personality - constantly pushing toward clarity and delivery while balancing the need for great collaboration

* 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 .