About the Role
We're looking for a highly motivated Premium Support Specialist to join the High Capacity Vehicles (HCV) team in LATAM. This role is the voice and face of Uber Shuttle for our Fleet Partners and Merchants. You'll play a key part in onboarding, support, education, and day-to-day operational excellence. As a critical link between internal teams and external partners, you'll help ensure our services run smoothly and our clients receive best-in-class support.
What You'll Do
- Be the primary point of contact for Fleet Partners and Merchants, building strong, trust-based relationships.
- Execute day-to-day client operational support, including trip queries, live monitoring, pre-trip checks, and back-office issue resolution.
- Onboard and educate new clients and partners on Uber Shuttle operations, systems, and policies.
- Monitor real-time fleet operations and proactively resolve incidents to minimize disruption.
- Partner with the HCV Operations Team to support new product launches and communicate feature updates.
- Track, analyze, and report key operational metrics (KPIs), identifying insights and opportunities for improvement.
- Lead incident diagnosis and collaborate with cross-functional stakeholders on resolution and prevention strategies.
- Design and improve support processes based on partner feedback and operational performance.
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What You'll Need
- Advanced English proficiency - capable of leading conversations and writing reports in English.
- 2+ years of experience in customer support, sales, account management, or operational support roles (phone, email, and/or chat).
- 2+ years in customer support, B2B environments, sales, or client success roles.
- Experience in process improvement or support operations.
- A problem-solving mindset and ability to take ownership - you escalate and resolve issues thoroughly and keep stakeholders in the loop.
- Strong attention to detail, with the ability to analyze data, interpret KPIs, and support data-driven decisions.
- A customer-first attitude - you go the extra mile to create memorable support experiences for high-value partners.
- Comfort navigating change and ambiguity - we operate in a fast-evolving B2B environment.
- Self-starter with a collaborative spirit - you're comfortable working across teams and regions.
- Bonus points if you speak additional languages (not required).
Preferred Qualifications
- Familiarity with SQL for data extraction and reporting.
- Project management experience is a plus.
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.