U4B Premium Support Specialist

About The Role

Uber for Business (U4B) is rapidly expanding and is positioned to be the next growth engine for Uber. The U4B Premium Support Specialist will be responsible for providing top-level customer support to U4B's largest and most prestigious clientele. This role will support the administrators and employees of large accounts through unique and exceptional support methods and ensuring that problems are resolved promptly or before they even happen. Additionally, U4B Premium Support Specialists coordinate cross-functional responses for clients and work closely with the account management team and other internal stakeholders to provide the best possible experience to our business customers.

What You'll Do:

You are the primary support point of contact for administrators at Uber for Business's largest and most important organizations. We're looking for someone to build strong rapport with these clients by providing consistently excellent and comprehensive support, as well as championing their issues across Uber. You'll make using U4B as seamless as possible for administrators and the employees at their organizations.

• Drives resolution of complex problems by leveraging internal resources and using multiple communication channels including email, chat, client appointments and outbound phone support.
• Partner with internal teams to ensure your customers' issues are escalated appropriately and satisfactorily resolved while keeping the customer informed of progress along the way.
• Proactively identify trends or impending issues and inform your client to minimize disruption to their service.
• Collaborate with Onboarding Specialists and Account Managers to keep them apprised of client concerns.
• Identify and propose internal systems, product, or policy recommendations to enhance the efficiency of our support team and to improve the client support experience across all U4B partners.
• Initiate consultation phone calls to offer U4B product/onboarding trainings to the administrators alongside driving employee linkage strategy and lead communications through the entire business cycle
• Proactively scrub tickets that have accrued NoSats assigned to the PSS and resolve pending issues
• Analyze data on customer's U4B account and then using that data to make recommendations to the client
• Maintain PSS dashboard and send monthly progress reports to the administrators
• Share your learnings with the team and mentor the sales team members by setting up cadences proactively
• Promote the "Voice of the Customer" by ensuring outstanding support by performing root cause analysis and leading projects to identify issues/solutions and assist our business to reach a world-class Customer support experience
• Be the subject matter expert for all the products that U4B has to offer.
• Manage projects that will aid the success of the support team by partnering with internal operational teams

• 2+ years of customer support, sales, or account management experience providing email/chat and phone support
• Passion for helping others and creating support experiences that exceed user expectations
• Excellent critical thinking and problem solving skills
• Excellent written and verbal communication skills

• Previous experience in a concierge-level / white-glove support environment
• Positive outlook and comfort with change and ambiguity
• Ability to multitask and prioritize effectively
• Stakeholder management skills
• Excellent interpersonal skills, integrity, and follow-through on tasks
• Work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve support practices
• Analytical/technical skills