Bilingual Emergency Line - COE Specialist I

About the Role

At Uber, providing amazing support that establishes trust for riders and driver partners-our community-is a core feature of our product experience. We invest in it and believe in providing the highest quality service driven in the smartest, most efficient way. Community Support Representatives are all about helping and educating both riders and drivers. We help people resolve their issues and turn unhappy users into our strongest evangelists. The right candidate is always looking for unique and exciting ways to solve problems with exceptional support and communication, ensuring that problems are resolved promptly while developing trustworthy relationships with our community.

What You'll Do

1. Respond to high volume, live queue of incident inbound cases and/or outbound queues.
2. Report & document issues with reporting parties using various platforms.
3. Master multiple knowledge bases and contact management systems.
4. Provide high-quality virtual customer support through ticket systems (chat and email) and possibly phone.
5. Ensure high customer satisfaction and demonstrate empathy while solving customer concerns.
6. Demonstrate excellent interpersonal skills and ability to establish trust.
7. Master multiple knowledge bases and contact management systems
8. Triage Focus:Attend the most critical and urgent IRT incidents, taking the first measures according to the process, to pass the case to the team of investigators, so that the investigation is finalized.

What You'll Need

01. Schedule Flexibility is a must - this is a 24/7 Operation.
02. At least 1 year of experience working in a similar role
03. Exceptional reading comprehension and writing skills. Able to connect what users are asking for with answers to their true issues.
04. Passion for helping others and creating support experiences that exceed user's expectations.
05. Full proficiency in Spanish communication is required (written and verbal).
06. Experience in emergencies and sensitive scenarios is desirable.
07. Ability to troubleshoot problems and find speedy resolutions.
08. Skilled at handling multiple issues at once to efficiently solve a large number of inquiries.
09. Work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users.
10. The shifts that we have available are daytime, night, and graveyard.
11. Bachelor's degree or college experience desired.

Preferred Qualifications

1. Enhanced communication skills with Stakeholders and Senior leaderhsip