COE Specialist II

About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. The new EMEA Payments Complaints team will be the central hub for handling official complaints related to payment services provided by Uber Payments.

The EMEA Regulated Payment Complaints team will handle formal complaints made by customers regarding products and services provided by Uber Payments B.V. and Uber Payments U.K. (Uber Money and Earner Disbursements). In addition the team will also handle and investigate inbound queries from the Financial Ombudsman in the UK.

As an EMEA Regulated Payments Complaint Specialist, you will conduct thorough investigations into payment service complaints from earners and Uber Money complaints from spenders, provide thorough & detailed support to users to create a seamless experience to build trust and inspire customer loyalty, use various support platforms (In-App support, phone, email) to develop case details, analyze information, and provide recommendations to key stakeholders.

What You'll Do:

1. Provide unparalleled customer support experiences and resolutions for Uber users related to payment service and Uber Money complaints.
2. Investigate and propose potential solutions to users complaints including crafting tailored responses.
3. Be a subject matter expert - you will own payment support processes that can be complex.
4. Learn multiple knowledge bases and contact management systems for the handling of payment issues experienced by Riders, Drivers, Eaters, Couriers, Merchants and third parties.
5. Mitigate legal and media risk - provide seamless support for users whose experience could impact Uber's narrative through legal and/or media exposure.
6. Proactively complete deep dives into complex cases, propose mitigation actions and process changes to Uber's payments processes and policies for user support.
7. Liaise with internal stakeholders, sharing insightful case updates and maintaining high quality communication standards.
8. Write root cause analysis based on the user's complaint and the outcome of the complaints process.

What You'll Need:

Basic Qualifications

01. Previous experience in either Eats or Rides LOB is required (Eats is a Strong Plus) \[9 months minimum\]
02. Empathy:Due to the sensitive nature of Payment Complaints cases, a strong ability to empathize is a requirement in order to have a deep understanding of the user experience and the ability to resolve customer support requests in unique and creative ways.
03. Quality: A history of high quality work is a must. Applicants should take pride in producing high quality work and be detail oriented to ensure high quality in communications.
04. Self Motivated: A highly motivated self-starter, with an eagerness to learn and grow, and are receptive to feedback. You are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You have the initiative to solve problems on your own.
05. Stakeholder management, you'll need to work across different stakeholder groups within the EMEA Rides & Eats businesses
06. Process driven, you're able to run core processes and spot opportunities for improvement
07. Operational, and capable at building operational improvements into core processes
08. A team player. You're willing to find resolutions to customer issues early, late, and often.
09. Poised and calm under pressur e, you follow through on tasks and look for opportunities to step up to new opportunities.
10. Curious. You love learning how things work and you're always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it 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.