Uber COE Specialist II 

United States, West Virginia 

549392857

What the Candidate Will Need

1. Social Media - Ticket Handling
2. Communicate with high-profile riders and influencers on social media and represent Uber’s support spirit
3. Manage escalations from various internal teams i.e. IRT, ECR, Cross support, CEO Escalations, Stakeholder Escalation, MFI escalations, provide language support to SL/BD, support Driver Escalation from BPOs and keep a sharp focus on HighPriority queue for critical safety escalations.
4. 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
5. 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
6. Help in improving processes and never shy away if you have to build a new process. We always optimize for better customer experience
7. Identify patterns and help in making the support systems better as we scale
8. Voice and speech capabilities
9. 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
10. RCA and deep dives
11. Should have intermediate knowledge on Excel/Word/Slide to extract data, frame basic models and represent it on documents/slides
12. Understand post virality, have the ability to monitor and control it
13. Be able to report viral post trends so internal teams can take the right action in a timely manner
14. Monitor the social media handles of Uber, which are essentially Twitter and Facebook with a dash of Instagram as well
15. Have the expertise to communicate with celebrities who raise support tickets on social media (COEs, actors, sports personalities, journalists, writers, etc)\
16. Insight generation
17. Should be able to relate support opportunities with Uber’s business needs and hence identify process/policy insights from BAU activities
18. Creative Responses
19. Positive Engagement: Must be able to write positive appreciation-worth responses on social media to transform negative experiences into a positive one.
20. 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.
21. 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.
22. Understanding Social Media platforms and metrics
23. 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

1. Strong Verbal And Written Communication
2. Outstanding written and verbal communication skills with proven ability to write clear, concise, and accurate messages
3. Demonstrate awareness of social media trends/developments and how those can be implemented to improve community engagement/customer service
4. In-depth knowledge of and enthusiasm for social media Expertise and interest in social media best practices and a willingness to innovate
5. 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
6. Flexible hours and ability to work mornings, evenings, and weekends to cover hours of operation as needed.
7. Ability to stay calm under high-pressure situations
8. Must be Graduate

- - - - Preferred Qualifications ----

* 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 .