About the Role
The Global High-Risk Escalations team oversees Uber’s customer support processes stemming from social media interactions and other internally-surfaced escalations. We’re looking for an APAC Program Specialist to help drive continuous improvement in our APAC SORT & ECR Programs.
The SORT program focuses on social media support across select platforms, and the ECR program focuses on critical escalations from ELT, VIP, partner teams, etc. You will play an integral role in ensuring the operations of the LOB run smoothly, efficiently and are continuously being improved. You will directly influence the customer experience and be responsible for creating and improving processes for safety & non-safety issues.
Global High-Risk Escalations Program Specialists are detail-oriented, skillful written and verbal communicators, and have exceptional time-management skills to balance long-term priorities alongside short-term needs. Stakeholder management is also a critically important skill as Program Specialists will work with regional leaders to implement global, operational updates to keep the programs running efficiently.
Your Impact in Role:
- Identify and improve customer issues swiftly and accurately while working to improve the existing customer experience through research and insights focused on ECR & SoRT teams
- Own reporting for the ECR, SORT LOBs you are supporting through deep dives and insight generation working closely with support Team Leads and Vendor Managers.
- Look into data on a WoW basis to check for trends and help in improving the support we provide for our riders and driver partners.
- Own support processes that are highly complex, urgent, and sensitive
- Mitigate legal and media risk by providing seamless support for users whose experiences could impact Uber’s public narrative
- Send timely status updates, case reports, and process-improvement proposals to internal stakeholders
- Build trust and maintain strong relationships with key business partners including Operations, Communications, Community Operations, Legal, and members of Uber’s Executive Leadership Team
- Navigate multiple knowledge bases (KBs) and contact management systems in order to resolve diverse and nuanced issue types across lines of business
The Experience You'll Bring:
- Strong written and verbal communication skills – You are an effective communicator and listener, and you’re comfortable expressing ideas and opinions to varied audiences
- Mandarin Chinese language skills are required
- Strategic problem solving – You can leverage multiple resources to inform and support critical decisions
- Optimism – You are motivated by a challenge, and you approach problems with a positive attitude
- Excellent interpersonal skills – You establish trust and effective working relationships with internal and external stakeholders
- 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 while remaining customer-centric and driving resolutions
- Proven ability to provide strong stakeholder management
Preferred Qualifications:
- Ability to work well under deadlines and juggling multiple priorities
- Ability to synthesize information quickly, highlight the key takeaways, and disseminate actionable insights
- Demonstrated experience balancing multiple projects at once, prioritizing tasks, and handling time effectively
- Basic data analysis skills (including building charts)
- Be able to learn and master multiple systems used within the workplace such as Google Suite, Salesforce, Sprinklr, JIRA, etc.
- Experience within customer support organizations
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it 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.