Business Development Specialist

About the Role

We are looking for a strong Premium Support Specialist to join our LatAm High Capacity Vehicles (Uber Shuttle) team and work across diverse regions and teams in our organization. The Premium Support Specialist is the face and voice of Uber to clients, Fleet Partners, and Merchants, supporting in onboarding, education, as well as everyday back-office tasks. Additionally, the Premium Support Specialist coordinates cross-functional responses for clients and works closely with the other internal stakeholders to provide the best possible experience to our clients.

What You'll Do

• Manage and execute client operational requests to provide the best-in-class experience to our customers.
• Onboard and maintain relationships with new clients, providing support for the trip and back-office related queries. Onboard and educate Fleet Partners and Drivers on all things HCV.
• Live Monitoring and pre-trip checks. Resolving issues for drivers and ensuring daily HCV operations run smoothly.
• Work closely with the HCV Operations Team on launching and communicating new product features.
• Supporting Ops in hitting key KPIs, as well as reporting key KPIs
• Incident tracking, diagnosis, reporting, as well as supporting improvement projects with internal stakeholders.
• Lead product and support insights gathering from different channels and action them.
• Design new support processes and improve existing ones based on customer experience and feedback, and KPI performance.

• Advanced English (B2+) - to hold meetings and conversations with stakeholders in English.
• 1+ years of customer support, sales, or account management experience providing email, phone, and/or chat support.
• Ownership mindset - Appropriately raises client issues for timely and full resolution and effectively keeps the client informed of the resolution status until the issue is fully closed.
• Proficient with deep-diving into data, analytics, and reporting of KPIs to internal stakeholders.
• Passion for helping others and creating support experiences that exceed user expectations - Client administrators represent top-tier global firms and have savvy knowledge of B2B standards and high expectations.
• Comfort with change and ambiguity - administrators of our premium clients will present new and previously unexplored questions based on their individual B2B needs. We will adapt our responses as new policies are defined and priorities change to enable.
• Bonus points if you have additional languages (not mandatory).

• High Capacity Vehicles (Shuttle) experience.
• 2+ years of customer support experience, B2B, sales, case management, or client management environment.