About the Position - COE Specialist I (High Capacity Vehicles)
As a COE Specialist I for High Capacity Vehicles (HCV), you will deliver real-time, high-impact support to riders, earners, and business partners across both B2C and B2B use cases. You'll work with large organizations across the education, automotive, and manufacturing sectors, ensuring every trip and interaction is seamless, safe, and efficient.
This role requires a strong sense of ownership, attention to detail, and a proactive mindset to flag process inefficiencies and propose improvements. You will work across various systems and collaborate with internal teams to deliver a reliable and customer-centric experience.
What You'll Do
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- Monitor trips in real time, providing proactive support to riders and earners to ensure a smooth and positive journey experience.
- Resolve operational issues during active trips, including incorrect pickup or drop-off points and navigation problems.
- Escalate technical issues to Engineering and PSS teams, delivering clear, contextualized information to enable quick resolution.
- Support B2B education-sector users with specialized needs such as package management, blocked payment methods, account duplication issues, and invoice requests.
- Conduct live follow-ups on accident alerts, contacting drivers immediately upon detection of incidents during trips.
- Manage documentation workflows by contacting fleet partners and earners for timely collection, review, and approval of documents through the Doc Approval Tool.
- Deliver invoices to users upon request using platforms such as Facturify, ensuring compliance with internal billing processes.
- Collaborate with B2B clients, ensuring a high-quality experience for administrative contacts and end users in partner organizations.
- Identify and flag process gaps, recurring issues, and improvement opportunities, especially those affecting B2B partners and large-scale customers.
- Provide insights and suggestions to improve help center content, internal tools, or communication flows.
- Maintain clear documentation in C360 and other systems to support internal alignment and effective escalation handling.
- Uphold Uber's standards of empathy, accuracy, and professionalism in every interaction.
Basic Qualifications
- At least 6 months of experience in customer support or operations.
- Strong written and spoken English skills (B2 or higher).
- Excellent problem-solving, multitasking, and communication abilities.
- Comfort using support tools and a willingness to learn new systems.
- Availability to work full-time in rotating shifts, including weekends.
Preferred Qualifications
- 1+ year of experience in customer service or operational support (B2B/B2C).
- Experience supporting enterprise clients, particularly in logistics, tech, or mobility sectors.
- Familiarity with tools like Salesforce, Jira, Bliss, workbench, chronicle, and the Doc Approval Tool.
- Experience working with or supporting clients in the education or institutional sector.
- Demonstrated ability to identify service gaps and propose actionable improvements.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world 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.