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 Role
As an SME, you take ownership for resolving issues for customers "Own the issue" . You use your customer centricity, problem solving, and critical thinking skills to tackle the most sophisticated and challenging customer concerns. You will be the voice of Uber for customers and create advocates out of even the most frustrated users, and you’re always looking for outstanding and exciting ways to improve their experience!
Your Impact in Role
- Act as a subject matter expert for Safety Investigations, supporting agents in handling complex or high-severity safety cases involving riders and driver-partners.
- Provide phone-based and written support with empathy, accuracy, and professionalism, ensuring trust and reassurance for customers.
- Serve as an escalation point, offering guidance on case handling, policy interpretation, and decision-making.
- Accurately document case details, analyze trends, and share actionable insights with leadership to drive continuous improvement.
- Collaborate with cross-functional teams and support side projects, pilots, or new product initiatives as required.
- Uphold high standards of customer experience by demonstrating a customer-first, solution-oriented mindset.
- Support quality adherence, process compliance, and knowledge sharing within the team.
The Experience You'll Bring Basic Qualifications
- Candidates must possess strong verbal, written, and reading communication skills
- Demonstrated experience in documentation accuracy.
- Strong understanding of customer support workflows, case management tools, and quality standards.
- Working knowledge of Google Sheets, including the ability to review, update, and interpret data accurately.
- Experience supporting leadership with insights, trend analysis, or process improvement recommendations.
- Strong analytical skills with the ability to identify gaps and suggest corrective actions.
- Exposure to side projects, pilots, or process improvement initiatives.
- Demonstrated coaching or mentoring experience for agents.