COE Specialist II

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber

About the Role

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 in the AV Space: 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: 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.
• Drive Continuous Improvement: 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:

• At least 6 months of 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:

• Exceptional Attention to Detail
• Advanced Problem-Solving
• Superior Communication
• Tech Savvy & Adaptable
• Critical Thinking & Investigation
• Collaborative & Stakeholder Interaction
• Timeliness & Efficiency

Preferred Qualifications

• Communication
• Customer Centricity
• Executional Excellence
• Planning & Organizing
• Stakeholder Management
• Teamwork
• Planning & Organizing