About The Role and Team

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 Hong Kong administrators and employees of large accounts through unique and exceptional support methods, 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.

Key Responsibilities

• Dynamic Problem Solving: Manage daily ticket troubleshooting with a high level of care, ensuring client issues are resolved swiftly and effectively through email or other support channels as business needs evolve.
• SOP Optimization: Proactively identify opportunities to improve support workflows and recommend enhancements to internal systems, products, processes, and policies to increase team efficiency.
• Drive Adoption: Partner directly with our Account Executives and Implementation Leads to champion our platform through client roadshows. You can expect to spend approximately 50% of your time on-site at client roadshows and events.
• Client Training & Enablement: Conduct engaging, comprehensive post-onboarding admin training for key client stakeholders, including Finance, HR, and Admin teams.
• Cross-Functional Support: Readily jump into ad-hoc projects as needed, such as updating marketing collaterals and handling translation tasks to support the wider team.

What We Are Looking For

• An Outgoing Communicator: You have an extroverted mindset and genuinely enjoy building rapport. You are equally energized by engaging with clients in-person at roadshows as you are by hosting virtual meetings.
• An Adaptable Team Player: You are comfortable pivoting between technical troubleshooting, public speaking/training, and creative tasks like localization or content updates.
• Customer-Centric Mindset: You possess the patience to troubleshoot technical issues and the charisma to train non-technical stakeholders (like HR and Finance teams).
• Strong Communication Skills: Excellent verbal and written English communication skills are a must.

Qualifications

• 2+ years of customer support, sales, or account management experience providing email/chat and phone support
• Previous experience in a B2B concierge-level environment is a plus