Uber Knowledge Specialist II 

United States, West Virginia 

13798537

What you will do?

• Receive and review content requests (Inputs from LoB - including policies - C360, GSF, etc), evaluate if the information is sufficient and if the request is aligned with the standards defined by Content Team Leads
• Best quality content creation: translate, adapt, edit, update, and mainly develop content based on customer insights (agent and/or users) from the LatAm marketplace
• Continuous improvement: review, provide feedback and propose improvements identified based on deep dive analysis and measure results and impact
• Proactiveness: recognize opportunities to improve workflow and processes based on a data-centric approach (dashboards, scorecards)
• Innovation: propose solutions and ideas that will improve business performance and KPIs foreseeing an end-to-end analysis connecting with other key stakeholders such as CX, AX, and UX.
• Customer Centricity: focuses on creating positive experiences at every stage of the customer journey. Understand our customers and take the necessary steps to create a powerful culture and positive experience by working closely with our users and agents by doing shadowing sessions, ticket reading, and visits
• Learn and master multiple knowledge bases and content management tools and be eager to understand how the tools can be used in an effective manner for the user (help center, KBs, SRs).

Basic Qualifications

1. Minimum 1 - 2 years of relevant content experience, but we will consider candidates with less experience if they meet our other requirements
2. Exceptional written and verbal communication skills
3. Spanish/Portuguese native language and English intermediate proficiency
4. Customer service and process-oriented experience

* 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 .