Uber Customer Escalation Specialist II 

United States, West Virginia 

991391978

About the Role

In practice this requires an ability to quickly understand our product and our unique value propositions for our users. Highly refined people skills, as well as toughness, persistence and grit, are required to ensure execution excellence. This is a business-side customer facing role, with a clear target and direct impact on the growth of our business.

Your Impact In Role

• Provide world class customer support through emails and phone calls for users
• Handle the escalation from the Customer Service Team
• Help users troubleshoot any issues they experienced

• Be the advocate of Uber’s technology and communicate to potential partners

• Deliver high quality user support and user satisfaction while solving complex inbound or outbound issues which may not have a well documented procedure, and where relevant to the line of business, outbound phone support

• Troubleshoot technical issues or problems driver experience
• Work on both phone and ticket-based cases, if relevant, and resolve escalations
• May perform root cause analysis and present findings
• Highlight common ticket types / issues to Team Lead

The Experience You'll Bring

• Self-driven, independent, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users
• Strong communication skills whether through phone or messaging or face-to-face
• Fluency in Cantonese is a must, fluency in English is preferred
• Ability to persuasively demonstrate product and industry knowledge to users and problem solving skills
• Strong interpersonal skills to build and maintain relationships
• Good knowledge of the industry is a plus
• At least 1 year experience in the customer service industry

* 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 .