Senior COE Specialist II - Internal Escalations

Internal Escalations Customer Support Specialists handle escalated customer support issues that fall outside of the standard knowledge base (KB). They are thorough and creative problem-solvers, regularly seeking out hard-to-find answers and proposing network-wide solutions to undocumented issue types. Internal Escalations Customer Support Specialists are confident and tactful communicators, as they interact with both Uber customers and internal stakeholders daily.

What You'll Do

• 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

Basic Qualifications

• 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

Preferred Qualifications

• 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

About the Team

Internal Escalations Customer Support Representatives sit within Uber's Center of Excellence (COE) in Chicago, IL. COEs are contact management centers dedicated to providing world-class customer support to Uber customers (riders, drivers, couriers, eaters, restaurants, etc.). Uber relies on the COEs to provide support for our community's toughest issue types, as well as to incubate support modalities and processes for new products and services. COEs pioneer how Uber manages support for customers around the globe.

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.50 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.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.