About the role

COE Specialist II at Uber's Community Operations team in Hyderabad, Telangana, India, working remotely. You will handle complex, non-standard customer issues for riders, drivers, and merchants through ticket-based and phone-based support, perform root cause analysis, and collaborate cross-functionally to improve support workflows in a high-volume, 24x7 environment.

What you’ll do

Navigate complex, non-standard customer issues across multiple modalities, translating uncertainty into clarity for riders, drivers, and merchants
Deliver empathetic and high-quality support through both ticket-based and phone-based interactions, resolving escalations where the path forward isn't predefined
Perform root cause analysis on recurring issues and present actionable findings to leadership to improve the platform at scale
Identify and escalate emerging patterns in ticket types to help unblock your team and improve global support workflows
Balance speed with accuracy in a high-volume environment, making fast and thoughtful decisions to meet performance goals
Collaborate cross-functionally to resolve blockers and ensure we are building long-term trust with our community

What you’ll bring

1+ year of experience in a high-volume retail, hospitality, or contact center environment
Must be able to work from the designated Center of Excellence (COE) location
1+ years of experience operating in multiple digital modalities, software tools, and demonstrating general computer skills
Proficiency in the required local language, demonstrating clear verbal and written communication
Experience operating across multiple communication modalities (e.g., phone, chat, and email)
Work in a 24x7 support environment
Should be a graduate

Nice to have

Proven ability to stay resilient and calm in emotionally charged or high-pressure situations
Experience with stakeholder management and influencing internal teams to resolve customer blockers
Strong systems thinking approach with a knack for identifying efficiency gaps in workflows
Passion for the Uber platform and a deep interest in shaping the future of real-world movement

Skills

Customer supportRoot cause analysisMulti-modal communicationCross-functional collaborationHigh-volume environmentLocal language proficiencyDigital tools proficiencySystems thinking

Education

Should be a graduate