Premium Customer Service Representative - B2B

About the Role

As a Business Development Specialist III - Premium Support Specialist (PSS/APR), you will be the primary B2B support contact for both administrators and employees of Uber for Business' most strategic and high-value corporate accounts. Your focus will be on delivering white-glove, proactive support, resolving complex operational and technical issues, and contributing to long-term client success by partnering closely with internal stakeholders.

This role is ideal for professionals with strong customer obsession, cross-functional agility, and a passion for improving B2B client experience through consultative engagement and operational excellence.

What the Selected Candidate Will Do

• Act as the main support point of contact for administrators of U4B's largest corporate clients, ensuring their needs are met with exceptional professionalism and timeliness.
• Deliver multi-channel support (email, chat, phone, client meetings) and maintain a high-touch, personalized experience for each account.
• Proactively identify issues, trends, and opportunities by analyzing account activity, leveraging tools like Google Sheets and basic SQL.
• Maintain and update PSS dashboards, conduct monthly reviews, and share customized progress reports with stakeholders.
• Partner with Account Managers, Implementation Leads, and Onboarding Specialists to align on client needs, communicate risk or opportunity signals, and ensure continuity of experience across the business cycle.
• Drive resolution of complex support issues by collaborating with cross-functional teams (Product, Risk, Finance, Legal, Engineering).
• Champion the Voice of the Customer: perform root cause analysis on NoSat tickets and advocate for product or policy improvements.
• Facilitate platform trainings and promote adoption strategies to increase engagement across client organizations.
• Manage security-related tasks such as admin transitions, access audits, and coordination with Compliance for high-sensitivity accounts.
• Serve as a subject matter expert on U4B products, policies, and operational procedures, mentoring other team members when needed.

• How to operate as a strategic partner to enterprise-level clients and internal stakeholders.
• Techniques to manage and grow executive-level client relationships through consultative, insight-driven support.
• Tools and methodologies for data-driven decision-making, process optimization, and root cause analysis.
• Exposure to Uber's cross-functional landscape and how Support integrates with Sales, Product, Risk, Engineering, and Compliance.

• 3+ years of customer support experience, including 2+ years in B2B, account management, or risk-related roles.
• Advanced written and verbal communication in English (B2-C1).
• Strong experience with Google Sheets; ability to analyze data and draw insights.
• Excellent stakeholder management and ability to work cross-functionally.
• Proven track record of resolving complex support issues and providing proactive solutions.
• Strong organizational skills, detail-oriented, and an ownership mindset.
• Experience handling client escalations in a fast-paced, dynamic environment.
• Passion for elevating customer experience and identifying strategic growth opportunities within support interactions.

• Experience in a concierge-level / white-glove support environment for enterprise clients.
• Background in risk management, fraud investigation, or security compliance is a plus.
• Familiarity with Salesforce, Jira, Bliss, and Slack for case and collaboration management.
• Ability to work well with ambiguity and adapt to evolving business priorities.
• Strong coaching or mentorship capabilities to uplift team performance.