About the Role
As a B2B SME at Uber for Business, you'll be the knowledge authority and frontline coach for a team supporting high-value corporate clients. You'll provide real-time floor support, enable agent growth, conduct audits and calibrations, and contribute to the continuous improvement of policies, tools, and support flows. You'll also be responsible for data analysis, performance trend identification, and presenting insights and recommendations to stakeholders.
This role bridges the gap between operational execution and strategic oversight, ensuring that agents are empowered to deliver best-in-class B2B support to both administrators and employees of Uber for Business accounts.
What You'll Do
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Agent Enablement & Floor Support
- Act as the go-to expert for frontline agents, providing real-time guidance and support via Slack, huddles, and shadowing sessions.
- Resolve escalations or policy/process doubts from agents and ensure alignment with the latest B2B support standards.
- Conduct shadowing sessions to stay updated on product behavior, tool changes, and evolving customer needs.
- Deliver refresher trainings and contribute to the onboarding of new agents in collaboration with L&D.
Insights & Analytics
- Perform deep-dive analyses of LOB metrics, identifying trends, pain points, and areas for improvement.
- Develop and maintain reports and dashboards using tools like Google Sheets, Tableau, and SQL (basic level) to track performance and agent quality.
- Generate actionable insights and recommend operational or procedural improvements to Team Leads and CommOps Managers.
- Prepare content for WBRs/MBRs, presenting summaries of performance patterns, NoSat root causes, and agent-level opportunities.
Continuous Improvement & Strategic Collaboration
- Collaborate with peers, TLs, and stakeholders in process calibration sessions and improvement initiatives.
- Identify recurring issues, inefficient KB/SOP, and improvement opportunities in B2B workflows, proposing updates or adjustments.
- Participate in special projects (e.g., product launches, pilot programs) by supporting training, process testing, or feedback collection.
- Support the review and maintenance of internal documentation and knowledge bases for B2B support.
Basic Qualifications
- At least 6 months of experience in Uber COEs.
- Excellent communication skills in English (B2 minimum).
- Proven knowledge of B2B processes, support logics, and tools (Salesforce, Jira, Bliss, etc.).
- Experience with Google Sheets (intermediate level).
- Strong problem-solving abilities and comfort interpreting metrics and performance data.
- No warnings or active performance plans in the last 3 months.
- Full schedule flexibility to support various shifts or sessions when needed.
Preferred Qualifications
- Experience generating WBR/MBR content or performance decks.
- Ability to perform basic SQL queries or work with dashboarding tools.
- Familiarity with U4B products and premium account workflows.
- Exposure to coaching frameworks, QA models, or L&D activities.
- Understanding of WFM and queue health concepts in a B2B setting.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world 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 accommodations@uber.com.