Autonomous Vehicles Senior Specialist

Uber Technologies Inc.; Dubai; Presencial; AED 120.000 - 180.000; Jornada completa

Descripción de la vacante

Uber Technologies Inc. in Dubai seeks a COE Specialist II to tackle complex rider, driver, and merchant issues in a fast-paced environment.

You will navigate high-stakes situations with empathy and precision, delivering high-quality support via phone, chat, and email while resolving escalations and driving continuous improvements in global workflows. You thrive when you take ownership of the customer experience in a fast-moving tech setting, embracing ambiguity and making impactful decisions

Formación

• Proficiency in Arabic (Egyptian dialect) and English.
• 1+ year of experience in a high-volume retail, hospitality, or contact center.
• Must be able to work from the designated Uber location.
• Experience operating across multiple communication modalities (phone, chat, and email).
• Proven ability to stay resilient and calm in high-pressure situations.
• Experience with stakeholder management and influencing internal teams to resolve blockers.
• Strong systems thinking and ability to identify efficiency gaps in workflows.
• Passion for the Uber platform and shaping the future of real-world movement.

Responsabilidades

• Navigate complex non-standard customer issues across multiple modalities, translating uncertainty into clarity.
• Deliver empathetic and high-quality support through ticket-based and phone-based interactions, resolving escalations.
• Perform root cause analysis on recurring issues and present actionable findings to leadership.
• Identify and elevate emerging patterns in ticket types to unblock the team and improve workflows.
• Balance speed with accuracy in a high-volume environment to meet performance goals.
• Collaborate cross-functionally to resolve blockers and build long-term trust with the community.

Conocimientos

Bilingual English-Arabic

Multimodal support

Stakeholder management

Calm under pressure

Problem solving

Empathy

Descripción del empleo

About the role and team

Community Operations at Uber is where real people solve real problems in real time.

As a COE Specialist II you will be at the heart of our customer support engine tackling complex issues for riders, drivers, and merchants that don t always have a clear script.

This isn t just about clearing a queue it s about navigating high-stakes situations with a mix of empathy and clinical precision to ensure our community feels supported even when things get messy.

The pace here is intense and the environment is constantly evolving.

You ll thrive if you are a steady problem-solver who can stay calm under pressure and move with urgency without sacrificing care.

We are looking for people who take ownership of the customer experience embrace the ambiguity of a fast-moving tech environment and are motivated by the tangible impact of helping millions of people move safely everyday.

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 elevate 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

Qualifications

Proficiency in Arabic (Egyptian dialect) and English is required, demonstrating clear verbal and written communication.

1+ year of experience in a high-volume retail, hospitality, or contact center environment, operating in multiple digital modalities, software tools, and demonstrating general computer skills.

Must be able to work from the designated Uber location.

Experience operating across multiple communication modalities (e.g., phone, chat, and email).

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.