Premium Support Specialist - SME

About the Role

The COE South Korea Team is looking for a COE Specialist SME (Subject matter expert) to handle escalations and other support functions needed by the business. Provides quality support to our customers & provides valuable insights on improving efficiency, quality, and reducing inconsistencies across the sites to the stakeholders. This is done by constant deep dives on data to unearth opportunities and piloting experiments to test the effectiveness of new initiatives.

Your Impact In Role

• Team Metrics/Customer experience
• Maintain Team CSAT and Team Quality together with Team Lead
• Strong analytical skills in identifying trends and insights
• Stakeholder Management
• Help process improvements and work closely with stakeholders in improving policies and processes used by the team
• Initiatives and impact
• Create, contribute, and coordinate with the LOB, site, and its stakeholders in improving the current state of team and LOBs
• Contribute ideas to run new operations and help with implementation
• Productivity
• Handle Customer complaints and meet productivity targets such as total ticket solves or TPH

The Experience You'll Bring

• Experience in the Support Service or Call Center industry.
• Fluent in English and Korean (Bi-Lingual)
• Mentally strong under the pressure.
• Respect Team members and Team work.
• Passion for data analysis and the ability to drive defect reduction, process improvement, and tool enhancements.
• Willing to work in a hybrid set up - spending 60% of time in office and working from home for 40% of the time.

Preferred Qualifications

• Proven ability to work in a fast-paced team setting.
• Ability to drive defect reduction operation processes.
• Improvement and tool enhancements request.
• Project Management.

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): Seoul, South Korea

Job ID: Uber-149490

Employment Type: FULL_TIME

Posted: 2025-10-07T00:31:18