Senior COE Specialist II - Internal Escalations

About the Role

Internal Escalations Customer Support Specialists handle escalated customer support issues that fall outside of the standard knowledge base (KB). They are thorough and creative problem-solvers, regularly seeking out hard-to-find answers and proposing network-wide solutions to undocumented issue types. Internal Escalations Customer Support Specialists are confident and tactful communicators, as they interact with both Uber customers and internal stakeholders daily.

What You'll Do

• Case manage and resolve complex customer support issues that have been escalated by other customer support specialists within the network
• Provide thorough, detailed customer support using various support platforms including email, chat, and phone
• Track escalated issue trends, identify root causes, report on insights, and propose process improvements to remove roadblocks and make Uber's community support more effective and efficient
• Build strong relationships and work in partnership with internal stakeholders including program, content, and technology teams
• Make recommendations for new or improved content, both customer-facing (e.g., saved replies) and internal support facing (e.g., the KB)
• File bug reports for issues that need engineering fixes
• Save at-risk customer relationships by providing the highest level of customer service
• Reroute inappropriately escalated customer support issues to appropriate teams and provide feedback on how the issue should have been resolved at first touch

• FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment
• FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment
• Comfortable operating in multiple modalities

• Strong written and verbal communication skills - You are an effective communicator and listener, and you're comfortable expressing ideas and opinions to varied audiences
• Excellent interpersonal skills - You establish trust and effective working relationships with internal and external stakeholders
• Strategic problem-solving skills - You can leverage multiple resources to inform and support critical decisions
• Desire to learn - You're a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback
• Collaboration - You value the importance of teamwork and foster collaboration
• Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
• Optimism - You are motivated by a challenge, and you approach problems with a positive attitude
• Excellent organization - You effectively prioritize work to target the highest-impact issues first
• High flexibility - When the only constant is change, you're ready to roll with the punches
• You have experience working with complex data sets