Customer Escalation Support Senior Specialist



Customer Service
Tokyo, Japan
Posted on Friday, January 5, 2024

#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

The COE Specialist II - SME (Subject matter expert) handles issues and other support functions needed by the business, provides quality support to our customers & provides valuable insights on improving efficiency, quality, and reducing inconsistencies across the sites to the partners. This is done by constant deep dives on data to unearth opportunities and piloting experiments to test the efficiency of new initiatives.

Your Impact in Role

Team Metrics/Customer experience.

Maintain Team CSAT and Team Quality together with Team Lead.

Strong analytical skills in identifying trends and insights.

Partner Management.

The Experience You’ll Bring:

  • Proficient written and verbal communication skills in English and Japanese (Bi-Lingual)
  • Proven experience in the Support Service or Call Center industry
  • Mentally strong under pressure
  • Passion for data analysis and the ability to drive defect reduction, process improvement, and tool enhancements

*Willingness to work on shifts (rotating day/night shifts, rotating weekend offs & public holidays- total working hours will be 40 hours a week, 5 days, 8 working hours every single day)

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world 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.