COE Specialist II

About the Role

In this role, you will provide phone support to our key users and create a seamless experience to build trust and inspire customer loyalty. A key part of this role will be to provide service to members of Uber's Leadership Team. As an ECR (Executive Community Relations) Specialist you will provide thorough, detailed support using various support platforms (email, chat, phone) to develop case details, analyze information, and provide recommendations to key stakeholders.

Your Impact in Role:

• Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in unique and creative ways.
• Strong written and verbal communication skills including ability to listen effectively and to confidently voice concerns diplomatically.
• Able to establish trust and effective working relationships with others
• Ability to 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.
• Adaptability - You are able to adapt to any situation, remain customer centric, and help drive to a resolution

The Experience You'll Bring:

• Great communicator: You build trust with riders and driver-partners through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber hustle. As a global team it is imperative that you have a deep understanding of the audience that you are catering to find the right way to communicate with the target audience. Strong, grammatically correct english language skills is a necessity.
• Empathetic: You are obsessed about customer experience, and instantly build a rapport with the riders and driver-partners by being empathetic, acknowledging the situation, and displaying a genuine willingness to help.
• Problem solver: Not all customer issues are straightforward. You are someone who is passionate about putting the customer first and finding the right solutions no matter how challenging the situation.This not only involves great amount of research to ensure that we
• Process compliant: You should know how to balance freedom of expression and process compliance making it easy for riders and driver partners to feel Uber love while making it easy to analyze ways to scale support
• Comfortable with ambiguity: You enjoy high pace of work and an environment where all answers are not readily available but will need you to be a part of finding answers. Since we are in the initiation phase for the team, an inclination for creating processes ground up is an added advantage.