Uber Senior COE Specialist II - Internal Escalations 

United States, West Virginia 

348912592

• Case manage and resolve complex customer support issues that have been escalated by other customer support specialists within the network
• Provide thorough, detailed customer support using various support platforms including email, chat, and phone
• Track escalated issue trends, identify root causes, report on insights, and propose process improvements to remove roadblocks and make Uber’s community support more effective and efficient
• Build strong relationships and work in partnership with internal stakeholders including program, content, and technology teams
• Make recommendations for new or improved content, both customer-facing (e.g., saved replies) and internal support facing (e.g., the KB)
• File bug reports for issues that need engineering fixes
• Save at-risk customer relationships by providing the highest level of customer service
• Reroute inappropriately escalated customer support issues to appropriate teams and provide feedback on how the issue should have been resolved at first touch

• FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment

• FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment

• Comfortable operating in multiple modalities

• Strong written and verbal communication skills – You are an effective communicator and listener, and you’re comfortable expressing ideas and opinions to varied audiences
• Excellent interpersonal skills – You establish trust and effective working relationships with internal and external stakeholders
• Strategic problem-solving skills – You can leverage multiple resources to inform and support critical decisions
• Desire to learn – You’re a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback
• Collaboration – You value the importance of teamwork and foster collaboration
• Customer empathy – You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
• Optimism – You are motivated by a challenge, and you approach problems with a positive attitude
• Excellent organization – You effectively prioritize work to target the highest-impact issues first

• High flexibility – When the only constant is change, you’re ready to roll with the punches

• You have experience working with complex data sets

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.25 per hour.

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