About the role Community Operations at Uber is where real people solve real problems in real time. As a COE Specialist II, you will be at the heart of our customer support engine, tackling complex issues for riders, drivers, and merchants that don't always have a clear script. This isn't just about clearing a queue; it's about navigating high-stakes situations with a mix of empathy and clinical precision to ensure our community feels supported even when things get messy. The pace here is intense and the environment is constantly evolving. You'll thrive if you are a steady problem-solver who can stay calm under pressure and move with urgency without sacrificing care. We are looking for people who take ownership of the customer experience, embrace the ambiguity of a fast-moving tech environment, and are motivated by the tangible impact of helping millions of people move safely every day.
About the team We're building a best-in-class support experience for HCV B2B operations and we're looking for an energetic, customer-focused support agent to deliver exceptional service during live operations. You will be on the front lines providing in-person, outbound call, chat and email support, resolves issues in real time, and ensures seamless trip experiences for riders, drivers, fleet partners, admins and other teams. This is a fast-paced role that requires hustle, empathy, and strong problem-solving skills. You will also play a key role in enhancing operations, helping to troubleshoot issues on the ground, escalate complex cases to the appropriate teams, and provide guidance and support to your team of agents located in Cairo, Egypt.
What you'll do - Provide real-time, 5-star support to customers via chat and, when needed, via Phone.
- Troubleshoot live operational issues, identify root causes quickly, and ensure timely resolution.
- Escalate complex or unresolved cases to relevant internal teams and follow through until closure.
- Communicate clearly and efficiently with all stakeholders to ensure seamless coordination.
- Adhere to support SOPs where applicable and exercise sound judgment when handling ambiguous situations.
- Meet and exceed performance metrics, including response times, quality standards, and customer satisfaction (CSAT).
- Actively contribute feedback and insights to improve support processes, tools, and overall customer experience.
Basic Qualifications - Strong verbal and written communication skills in English and Arabic.
- Demonstrated customer empathy and a proactive, solution-oriented mindset.
- Ability to multitask and perform effectively in a fast-paced environment.
- Comfortable working with ambiguity and making sound decisions without always having predefined SOPs.
- 1-2 years of experience in a customer support, operations, or service delivery role.
- Strong sense of ownership and accountability for delivering high-quality, real-time support.
- Basic proficiency with support and productivity tools (e.g., CRM systems, spreadsheets, dashboards).
- Experience supporting B2B clients or high-value customers in fast-paced operational environments.
- Ability to analyze data or trends to identify recurring issues and propose process improvements.
- Exposure to on-ground operations or live support environments.
- Strong collaboration skills with cross-functional teams.
- A growth mindset with enthusiasm to learn, take initiative, and contribute beyond core support duties.
- Previous experience in pilot or launch projects where adaptability and ownership were key to success.
Ready to Ride? This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
