About the Company

Uber Technologies Inc. is seeking a highly motivated COE Specialist II to join our team in Hyderabad. This role presents an exciting opportunity to contribute to a dynamic and rapidly evolving environment.

Job Description

Uber Technologies Inc. is seeking a highly motivated COE Specialist II to join our team in Hyderabad. This role presents an exciting opportunity to contribute to a dynamic and rapidly evolving environment.

Responsibilities

• Social Media Support and Ticket Management: Engage with high-profile riders and influencers on various social media platforms, embodying Uber’s commitment to exceptional customer support. Proactively manage and resolve escalations originating from internal teams, including IRT, ECR, Cross Support, CEO Escalations, and Stakeholder Escalations. Provide language support and address driver escalations received from Business Process Outsourcing (BPO) partners. Maintain vigilant oversight of the HighPriority queue, ensuring timely resolution of critical safety escalations.
• Safety Escalation Management: Demonstrate the ability to handle sensitive safety-related escalations on social media with empathy, sound judgment, and a sense of urgency. Collaborate effectively with internal teams to facilitate prompt resolution.
• Customer Support Excellence: Deliver exceptional customer support via email and telephone channels, catering to the diverse needs of our user base. Uphold Uber’s core value of treating riders and driver-partners with equal respect and consideration.
• Process Improvement and Optimization: Actively contribute to the enhancement of existing processes and, when necessary, develop innovative solutions to optimize the customer experience.
• Pattern Identification and System Enhancement: Analyze support data to identify recurring patterns and contribute to the continuous improvement of support systems as Uber scales its operations.
• Communication Proficiency: Possess excellent verbal communication skills to confidently interact with customers from diverse backgrounds. Demonstrate effective listening skills and articulate solutions clearly in English. Proficiency in regional languages is considered a valuable asset.
• Root Cause Analysis and In-depth Investigations: Demonstrate intermediate proficiency in utilizing Microsoft Excel, Word, and PowerPoint to extract relevant data, develop basic analytical models, and present findings in comprehensive reports and presentations.
• Virality Management: Understand the dynamics of post virality and possess the ability to effectively monitor and manage its impact.
• Trend Reporting: Proactively identify and report on viral post trends, enabling internal teams to take appropriate and timely action.
• Social Media Monitoring: Diligently monitor Uber’s official social media channels, primarily Twitter and Facebook, with occasional engagement on Instagram.
• Celebrity Support: Leverage expertise in communicating with high-profile individuals, including celebrities, who submit support tickets via social media platforms.
• Insight Generation: Identify opportunities to align support initiatives with Uber’s broader business objectives. Extract actionable insights from daily operational activities to inform process and policy improvements.

Qualifications

• Education: Bachelor’s degree is mandatory.
• Communication Skills: Possess exceptional written and verbal communication skills, with a proven track record of crafting clear, concise, and accurate messages.
• Social Media Expertise: Demonstrate a strong understanding of social media trends and developments, and how they can be leveraged to enhance community engagement and customer service. Possess in-depth knowledge of social media best practices and a passion for innovation.
• Technical Proficiency: Familiarity with Google Drive, particularly Google Sheets and Google Docs.
• Professional Demeanor: Maintain a professional and composed demeanor while managing multiple high-priority tasks concurrently.
• Flexibility: Exhibit flexibility in work hours and the ability to work mornings, evenings, and weekends as needed to cover operational requirements.
• Resilience: Demonstrate the ability to remain calm and effective under high-pressure situations.

Skills

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Other Information

Updated On: 2025-11-03

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