Uber Customer Escalation Specialist 

United States, West Virginia 

785777724

About the 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!

Your Impact in Role:

• Solving difficult problems: Seek to understand the complexity of customer issues to proactively tackle these contacts effectively and efficiently.
• Educating our customers for future: Play a meaningful role in proactively educating customers and provide alternative user experience support channels
• Being customer centric: Be empathic to our customer’s issues, and provide outstanding customer service to turn their negative experiences into positive ones.
• Working collaboratively with others: Work closely with regional leadership and your team to tackle difficult issues and provide insights that improve the quality of Uber’s customer support to drive a culture of learning and continuous improvement within the company.

The Experience You'll Bring:

• Experience in a metric-driven environment: Proven experience working in roles where meeting KPIs and quality standards is essential, particularly in customer service or safety-related fields.
• Strong attention to detail: Ability to deliver high-quality reports that adhere to local regulations and standards.
• Critical thinking and problem-solving: Ability to think outside the box and provide creative, effective solutions to complex customer issues.
• Excellent communication and comprehension skills: Proficiency in clear and direct communication across multiple modalities (chat, email, phone) with various stakeholders.
• Experience in customer service: Prior experience in dynamic, high-pressure environments where resolving customer queries quickly and accurately is essential.
• Team collaboration and stakeholder management: Proven ability to work collaboratively with teams and present insights to leadership for continuous improvement.
• Customer-centric mindset: A commitment to understanding customer needs and transforming negative experiences into positive outcomes through empathetic service and education.

Working Hours:

• Normal business hours
• Weekends & holidays are required

* 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 .