COE Specialist II

Mabalacat, Pampanga
Permanent
Full-time

16 days ago

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams respond to tickets submitted virtually by customers and offering in-person customer support.Your Impact in Role:As an Autonomous Vehicle (AV) Support Agent, you will be on the frontline, ensuring a seamless and positive experience for our customers interacting with cutting-edge AV technology. You'll leverage your empathy and problem-solving skills to navigate complex inquiries across various communication channels.

Champion Customer Success: Demonstrate exceptional empathy and understanding while resolving customer concerns related to autonomous vehicle functionality, operations, and services. You'll be a trusted resource for new and existing AV users.
Deliver Multi-Modal, High-Quality Support: Provide superior customer support and satisfaction by expertly handling complex inbound or outbound customer issues across multiple modalities. This includes phone calls, chat, email, and potentially real-time in-vehicle communication systems.
Navigate and Resolve Complex AV Issues: Efficiently work on both ticket-based cases and phone interactions, resolving escalated issues related to AV performance, trip anomalies, technical glitches, or general inquiries with a focus on quick and accurate resolution.
Proactive Problem Identification and Analysis; Drive Continuous Improvement: Perform root-cause analysis on recurring AV-related issues, identifying trends and presenting actionable findings to your Team Lead and engineering stakeholders to improve the overall AV experience. Proactively highlight common ticket types and emergent issues related to autonomous vehicle operations to your Team Lead, contributing to knowledge base articles and training materials for future support agents.

The Experience You'll Bring:Required Hard Skills and Experience:

Experience in a customer-facing role within retail, hospitality, or a customer service contact center environment. Experience with technical support or high-complexity problem-solving is a strong plus.
Demonstrated comfort and proven ability to operate effectively and efficiently across multiple communication modalities (e.g., phone, chat, email). Experience with new or emerging communication platforms is highly valued.
Proven ability to quickly learn and understand complex technical systems, particularly within a rapidly evolving field like autonomous vehicles.
Strong verbal and written communication skills in English, essential for clear and concise interactions with diverse customers.

Required Soft Skills:Detail-Oriented and TimelyAnalytical and Solution-FocusedClear Communicator and CollaboratorTech-Savvy and AdaptablePreferred QualificationsEffective Communication and Stakeholder ManagementCustomer-Centric and Service-OrientedExecutional Excellence and Operational EfficiencyCollaborative Planning and TeamworkUber'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 fuelds progress. What moves us, moves the world - let's move it forward, together.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.*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 .Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran Status, or any other characteristic protected by law.

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