Support Specialist - B2B

About the Role

A B2B customer support role for Uber for Business involves assisting clients with the Uber platform to provide company-sponsored transportation and meal delivery services. This role ensures that businesses can offer their employees seamless access to rides and meals, whether for ongoing programs or one-time perks. The support representative helps clients navigate the platform, troubleshoot issues, and maximize the benefits of Uber for Business. By providing responsive and knowledgeable assistance, this role contributes to employee wellness by offering flexible, convenient options for transportation and meals, enhancing overall satisfaction and productivity in the workplace. You are required to have both logical and creative thinking. Our candidate not only has a logical thought process but is also a creative thinker who has a love for continuous improvement initiatives and can think both strategically and tactically.

1. Empathy in Customer Support: Demonstrate understanding and care while addressing customer concerns ensuring complete ownership of the client to fix the user issue
2. High-Quality Service: Provide exceptional support and ensure customer satisfaction, resolving complex inbound or outbound issues sometimes without well-documented SOPs, including outbound phone support when necessary.
3. Root Cause Analysis: Conduct analysis to identify underlying issues and present findings when requested by stakeholders by following up with teams like bugs/outages teams, jira teams and risk teams
4. Insight Generation: Produce actionable insights such as inefficient SOPs, content updates & patterns of fraud from support activities and highlight to Team Leaders
5. Multichannel Support: Utilize multiple support platforms such as Salesforce, Slack, Jira, and Bliss simultaneously. Handle phone/live chat and email ticket-based cases, resolving escalations effectively
6. Stakeholder Collaboration: Work closely with Finance, Collections, and Risk teams to resolve urgent onboarding and payment issues across various Uber for Business products
7. Support Escalations: Handle escalations from SORT, ECR and Sales for U4B customer's unresolved issues and support these teams with brief RCAs on actions taken and cause of the issue

1. Communication Skills:
2. Clear and crisp communication, both written and verbal
3. Working Experience:
4. 2+ years in customer service role, with at least 1+ year in B2B customer service role
5. Experience in handling customer service enquiries via phone support primarily in the B2B industry (tech, retail, hospitality, or similar industry).
6. Proficiency in supporting client through Email, Phone, and Chat modalities
7. Demonstrated ability to work effectively in high-pressure situations during client interactions to resolve their concerns and de-escalate issues
8. Internal Stakeholder Collaborations:
9. Ability to take ownership and collaborate closely with Sales, Account Managers, Finance, and B2B collections teams to provide full resolution to clients needs.
10. Case Management: Work with cross-functional teams to do root-cause analysis, handle escalations, and generate business insights to improve the process
11. Availability:
12. Open to working in a 24x7 support environment.
13. Willingness to work in shifts (rotating day/night shifts and rotating weekends off). Total working hours are 40 hours a week, 5 days, with 8-hour shifts each day.
14. Technical Proficiency:
15. Proficient in using Google Suite tools

1. Experience in multi-channel support systems (Salesforce, Slack, Jira, Bliss)
2. Experience with detecting and mitigating fraud and risk