COE Specialist I

#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 Grocery & Retail Direct team works with non-restaurant merchants (like groceries, convenience stores, etc) to help them with live order concerns, refunds, and payment issues.

Your Impact in Role:

• Provide proactive support (via emails or calls) to merchants about their live order concerns.
• Look for opportunities to improve current process by raising logic C360s
• Proactively consolidate and provide insights to the business to help in preventing future fraud and compliance risks.
• Help in improving processes and never shy away if you have to build a new process. We always optimize for a better customer experience
• Take ownership of escalated and other ad hoc cases across our different lines of business
• Help shape the future of how New Vertical support would look like not just in ANZ, but also globally
• Passion for data analysis and the ability to drive defect reduction, process improvement, and tool enhancements are pluses.
• Collaborate with the team leader and team members to raise concerns with stakeholders.

The Experience You'll Bring

• Work experience in a high energy, productive, and customer-centric environment
• Excellence in both written and spoken English
• Exceptional comprehension and writing skills
• High proficiency using computers (typing, quickly navigating between various tools) and software
• Excellent problem-solving skills, ability to connect effectively what users are asking for with answers to their true issues
• A willingness to work on different shifts, totaling 40 hours per week, including weekends and weekly evening shifts