COE Specialist I - ANZ Driver L2

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About The Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!

About The Role

As a Driver L2 Specialist, your goal is to make sure that all driver partner concerns are addressed timely and efficiently. A few activities included (but not limited to) doing outbound calls for concerns that require immediate interaction, processing refunds and updating driver accounts.

Your Impact In Role

• Review and respond to escalated concerns related to trips and non trips related contacts
• Provide support to driver partners (via emails/calls) with trips and non trip related concerns
• Proactively escalate concerns not supported by logic and needs further approval by submitting Jira
• Manage output by reporting submitting and tracking daily productivity
• Help in improving processes and never shy away if you have to build a new process. We always optimize for a better customer experience
  
  

The Experience You'll Bring

Basic Qualifications

• Work experience in high energy, high pressure, productive environment
• Excellence in both written and spoken English with the ability to clearly and effectively communicate ideas to varied audiences
• Comfortable with Excel/Google Sheets and other technology based business tools
• Customer-focused and has a deep understanding of the user experience and the ability to resolve critical incidents in an empathetic and customer-centric way
• Investigative and truth-seeking mindset, adopting a curious and analytical mindset to find facts and full understanding of the situation
• Exceptional eye for detail, carefully checking everything, knowing that even a small error could lead to potential risk
  
  

Preferred Qualifications

• Willingness to work in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
• To be an Uber evangelist - you care passionately about the product and getting others excited to ride and partner with Uber
• Willing to be moved from time to time to other projects and accounts or where the business needs them
• 1+ years of total work experience in a high-growth, productive constantly changing environment