Premium Customer Service Representative - B2B

About The Role

Uber for Business (U4B) is rapidly expanding and is positioned to be the next growth engine for Uber. The U4B Premium Support Specialist will be responsible for providing top-level B2B customer support to U4B's largest and most prestigious clientele. This role will support the administrators and employees of large accounts through unique and exceptional support methods and ensuring that problems are resolved promptly. Additionally, U4B Premium Support Specialists coordinate cross-functional responses for clients and work closely with the account management team and other internal stakeholders to provide the best possible experience to our business customers.

What You'll Do:

You are the primary B2B support point of contact for administrators at Uber for Business's largest and most important organizations. We're looking for someone to build strong rapport with these clients by providing consistently excellent and comprehensive B2B support, as well as championing their issues across Uber. You'll make using U4B as seamless as possible for administrators and the employees at their organizations.

1. Drives resolution of complex problems by leveraging internal resources and using multiple communication channels including email, chat, client appointments and outbound phone support.
2. Partner with internal teams to ensure your customers' issues are escalated appropriately and satisfactorily resolved while keeping the customer informed of progress along the way.
3. Proactively identify trends or impending issues and inform your client to minimize disruption to their service.
4. Collaborate with Onboarding Specialists and Account Managers to keep them apprised of client concerns, with client onsite visits based on regional nuances
5. Identify and propose internal systems, product, or policy recommendations to enhance the efficiency of our support team and to improve the B2B client support experience across all U4B partners.
6. Initiate consultation phone calls to offer U4B product trainings to the administrators alongside driving employee linkage strategy and lead communication with administrators through the entire business cycle
7. Proactively scrub tickets that have accrued NoSats assigned to the PSS and resolve pending issues
8. Analyze data using basic SQL and Google Sheets on customer's U4B account and then using that data to make recommendations to the client
9. Maintain PSS dashboard and send monthly progress reports to the administrators
10. Share your learnings with the team and mentor the sales team members such as accounts executives, managers and implementation leads by setting up cadences proactively
11. Promote the "Voice of the Customer" by ensuring outstanding support by performing root cause analysis and leading projects to identify issues/solutions to support the logos assigned to you
12. Be the subject matter expert for all the products that U4B has to offer and identify process and policy gaps

Basic Qualifications

1. Preferably 3 years of customer service experience with 2+ years of B2B customer support, sales, or account management experience providing email/chat and phone support
2. Creating B2B support experiences that exceed user expectations by proactively preempting and troubleshooting client's support issues
3. Excellent critical thinking and problem solving skills
4. Excellent written and verbal communication skills
5. English C1

Preferred Qualifications

1. Previous experience in a concierge-level / white-glove B2B support environment
2. Positive outlook and comfort with change and ambiguity
3. Ability to multitask and prioritize effectively
4. Stakeholder management skills
5. Excellent interpersonal skills, integrity, and follow-through on tasks
6. Work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve support practices
7. Analytical/technical skills

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.

Client-provided location(s): Santa Ana, Costa Rica

Job ID: Uber-149656

Employment Type: FULL_TIME

Posted: 2025-10-22T00:25:43