Premium Support Specialist, Uber For Business

About the Role

Our team is dedicated to delivering a seamless, white-glove support experience for Uber's most valuable enterprise partners across Australia and New Zealand. In this role, you will go beyond traditional support by partnering with Account Executives to solve complex, non-standard challenges, ensuring our high-value clients feel prioritised and heard. You will have the opportunity to drive genuine impact through "stretch projects," where you will identify operational gaps and design creative, scalable solutions that shape the future of our support processes, leading to growth in the business.

Your Impact in Role

1. High-Value Account Support: act as a primary support liaison for top-tier ANZ business accounts, providing rapid, empathetic, and accurate resolutions to ensure the smooth operation of their Uber programs.
2. Cross-Functional Collaboration: Partner daily with Account Managers and Sales Executives to triage urgent client issues, ensuring alignment between business goals and the support experience.
3. Process Innovation: Investigate unique client issues that lack established processes, aiming not just to fix the immediate problem, but to document the solution and help build new Standard Operating Procedures (SOPs).
4. Project Execution: Lead and participate in strategic stretch projects designed to improve service efficiency, analyse trends in customer friction, and implement operational improvements.
5. Seamless Service Delivery: Maintain a customer-obsessed attitude, ensuring that every interaction reflects the premium nature of our enterprise partnerships while contributing to a positive, supportive team culture.

1. Adaptive Problem Solving: Demonstrated ability to navigate ambiguity and troubleshoot complex issues without a set playbook, using creativity and logic to find solutions that can be scaled for future use.
2. Stakeholder Engagement: Proven experience working cross-functionally with Sales teams and Account Managers in a B2B environment, ensuring a unified front when managing high-stakes client relationships.
3. Team-First Mentality: A strong collaborative spirit and strength of character; you prioritise the team's collective success over individual accolades and are eager to uplift your colleagues to provide the best possible customer experience.

1. Adaptive Problem Solving: Demonstrated ability to navigate ambiguity and troubleshoot complex issues without a set playbook, using creativity and logic to find solutions that can be scaled for future use.
2. Stakeholder Engagement: Proven experience working cross-functionally with Sales teams and Account Managers in a B2B environment, ensuring a unified front when managing high-stakes client relationships.
3. Team-First Mentality: A strong collaborative spirit and strength of character; you prioritise the team's collective success over individual accolades and are eager to uplift your colleagues to provide the best possible customer experience.
4. Previous Customer Experience: Previous experience is supporting customers, and the ability to go beyond the expectations of the customer would make for an exceptional candidate for this role