About the Role

We are seeking a highly motivated and experienced Manager of Financial Customer Service to lead our Support Desk team in Manila, Philippines, and Belo, Brazil. This role will be responsible for overseeing the resolution of complex external customer Order-to-Cash (OTC) inquiries across several of Uber's high-growth Lines of Business, including Uber for Business, Uber Ads, Uber Direct, Partnerships, Grocery and Retail, Uber Health, and Uber Transit.

What You'll Do

• Manage and lead a team of 4 financial customer service contractors, providing coaching, development, and performance management to ensure high levels of productivity and accuracy.
• Oversee the resolution of complex external customer OTC inquiries, ensuring timely and accurate responses across various communication channels (e.g., email, ticketing system).
• Develop and implement strategies to improve customer satisfaction and reduce inquiry resolution time.
• Collaborate closely with internal stakeholders across Lines of Business, Sales, Operations, and Finance to understand billing processes, identify root causes of issues, and drive effective solutions.
• Serve as an escalation point for difficult customer issues, demonstrating strong problem-solving and de-escalation skills.
• Identify trends in customer inquiries and propose process improvements to proactively address recurring issues and enhance the overall OTC customer experience.
• Develop and maintain comprehensive knowledge of Uber's various product offerings and billing models across Uber for Business, Uber Ads, Uber Direct, Partnerships, Grocery and Retail, Uber Health, and Uber Transit.
• Monitor team performance against key metrics and service level agreements (SLAs), reporting on progress and identifying areas for improvement.
• Ensure adherence to internal policies, procedures, and regulatory requirements related to billing and customer data.
• Participate in special projects and initiatives as needed to support the broader finance organization.

Basic Qualifications

• Bachelor's degree in Finance, Accounting, Business Administration, or a related field.
• 4+ years of experience in a financial customer service, accounts receivable, or billing support role.
• 2+ years of experience leading a service desk service desk team.
• Strong knowledge of Order-to-Cash (OTC) operations, including Credit Management, Billing, Collections, and Cash Applications.
• Proficiency in using CRM and financial systems (e.g., Salesforce, Oracle, or similar ERP).

Preferred Qualifications

• Demonstrated ability to design, implement, and improve customer service systems and operational workflows.
• Demonstrated ability to analyze complex financial data and resolve customer issues effectively.
• Excellent written and verbal communication skills in English.
• Experience working in a fast-paced, high-volume environment.
• Experience supporting customers across multiple lines of business or product offerings.
• Familiarity with the tech industry or platform-based business models.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Ability to work independently and collaboratively in a team environment.
• Proven ability to drive process improvements and efficiencies.
• Experience with ticketing systems and knowledge bases.
• Experience integrating AI and automation into established process flows

For Dallas, TX-based roles: The base salary range for this role is USD$99,000 per year - USD$110,000 per year.

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

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.