Uber OTC Service Desk Analyst 

United States, West Virginia 

666671857

What You'll Do

• Manage and lead a team of 4 financial customer service contractors, providing coaching, development, and performance management to ensure high levels of productivity and accuracy.
• Oversee the resolution of complex external customer OTC inquiries, ensuring timely and accurate responses across various communication channels (e.g., email, ticketing system).
• Develop and implement strategies to improve customer satisfaction and reduce inquiry resolution time.
• Collaborate closely with internal stakeholders across Lines of Business, Sales, Operations, and Finance to understand billing processes, identify root causes of issues, and drive effective solutions.
• Serve as an escalation point for difficult customer issues, demonstrating strong problem-solving and de-escalation skills.
• Identify trends in customer inquiries and propose process improvements to proactively address recurring issues and enhance the overall OTC customer experience.
• Develop and maintain comprehensive knowledge of Uber's various product offerings and billing models across Uber for Business, Uber Ads, Uber Direct, Partnerships, Grocery and Retail, Uber Health, and Uber Transit.
• Monitor team performance against key metrics and service level agreements (SLAs), reporting on progress and identifying areas for improvement.
• Ensure adherence to internal policies, procedures, and regulatory requirements related to billing and customer data.
• Participate in special projects and initiatives as needed to support the broader finance organization.

Basic Qualifications

• Bachelor's degree in Finance, Accounting, Business Administration, or a related field.
• 4+ years of experience in a financial customer service, accounts receivable, or billing support role.
• 2+ years of experience leading a service desk service desk team.
• Strong knowledge of Order-to-Cash (OTC) operations, including Credit Management, Billing, Collections, and Cash Applications.
• Proficiency in using CRM and financial systems (e.g., Salesforce, Oracle, or similar ERP).

Preferred Qualifications

• Demonstrated ability to design, implement, and improve customer service systems and operational workflows.
• Demonstrated ability to analyze complex financial data and resolve customer issues effectively.
• Excellent written and verbal communication skills in English.
• Experience working in a fast-paced, high-volume environment.
• Experience supporting customers across multiple lines of business or product offerings.
• Familiarity with the tech industry or platform-based business models.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Ability to work independently and collaboratively in a team environment.
• Proven ability to drive process improvements and efficiencies.
• Experience with ticketing systems and knowledge bases.
• Experience integrating AI and automation into established process flows

For Dallas, TX-based roles: The base salary range for this role is USD$99,000 per year - USD$110,000 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 .